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Form of workPosition Summary:
Under direct supervision of the Front Desk Supervisor, answers incoming phone calls and transfer's phone calls to appropriate location, office or guest room within the organization.
This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.
Essential Duties & Responsibilities:
Operates communication systems, switchboard, or property communication radio.
Answers incoming calls, with pleasant demeanor, greeting callers, providing information, transferring calls and/or taking messages as necessary.
Serves as communication hub during emergency procedures.
Assists all callers with their requests or questions and any casino information.
Assists hotel guest with inquires or questions.
Contacts facilities on maintenance requests for any item(s) that need repair requested by hotel guest.
Answers telephones calls as scripted.
Receives wake up call requests and enters into Property Management System.
Contacts shuttle for airport pick up.
Contributes to a team effort and accomplishes related results as required.
Performs other duties as required.
Minimum Qualifications:
Education and Experience:
High School Diploma or GED, one year experience in the customer service field; experience and interaction with the public; experience with multi-line phone system preferred; excellent telephone etiquette and communication skills; basic typing and data entry skills required. Must be 18 years of age or older. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license and to include the following:
Knowledge, Abilities, Skills, and Certifications:
Knowledge of phone etiquette.
Knowledge of principles and processes for providing customer and personal services.
Ability to meet and exceed guest needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to communicate, read, and write clearly in basic English. Bi-lingual Spanish/English helpful but not required.
Ability to work a flexible schedule to include weekends and holidays.
Ability to demonstrate outstanding guest service at all times.
Ability to maintain confidentiality.
Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
Ability to speak clearly so others can understand you.
Ability to communicate information and ideas in speaking so others will understand.
Ability to understand and follow oral and written instruction.
Ability to learn the organizational structure.
Ability to work as a team member in a structured working environment.
Ability to work with timeliness and thoroughness.
Ability to multi-task with numerous phone calls.
Physical Demands:
While performing the duties of this job, the employee regularly is required to sit for extended periods in a confined work space; use hands and fingers, to handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment:
Work is generally performed in a Hotel setting a moderate noise level. Evening, holiday, and/or weekend are required. Extended hours and irregular shifts are also required.
