Job Description Summary

Provides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering and assisting with incoming, outgoing, and interoffice calls. Determining the appropriate person to route calls to, assisting guests with time-sensitive matters, and performing office clerical duties as needed. Books reservations for the hotel, and assists with implementing hotel room inventory and group blocks.

Essential Duties and Responsibilities (other duties may be assigned)

• Monitor and analyze room inventories to maximize
• Answer the telephones promptly using appropriate greeting
• Handle general inquiries regarding Agua Caliente properties
• Evaluates casino player activity in order to make comp decisions for room reservations.
• Adheres to yield management procedures with hotel availability and casino marketing criteria that is set forth in the property management system
• May perform clerical duties such as typing and proofreading.
• Operates paging system to call individuals on the casino to the phone.
• Provide excellent guest service to both guest and internal staff.
• Maintains property knowledge for all 3 Agua Caliente Casinos properties by keeping up to date with information provided in the property management system including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails.
• Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer guest questions.
• Answering, screening, and forwarding calls in a professional and courteous manner
• Provides cashiering/billing competency in order to process payments and resolve billing discrepancies.
• Solves guest challenges, stay opportunities, and general guest hospitality inquiries.
• Provides prompt and accurate information regarding events, promotions, and entertainment.
• Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.

Skills and Abilities

• Ability to build close working relationships with other departments such as the front desk, housekeeping, and valet.
• Ability to remain calm and alert, especially during emergency situations.
• Demonstrates proficient knowledge and utilizes computer programs including but not limited to the hotel property management system, property-specific programs for engineering, housekeeping, dining outlets, and guest communication.
• Ability to maintain departmental requirements for secret shopper calls.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

None

Required Education and/or Experience

• High School Diploma, GED, or equivalent combination of education and experience
• Ability to quickly and accurately write messages on a computer
• Prior experience with paging systems desirable
• Prior experience working in a call center desirable
• Must be able to communicate in English.
• Must be proficient with computers and Microsoft Office
• Must be able to speak clearly and concisely on the phone

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, sitting at a desk/work station for the duration of the shift.

Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.