CENTRAL COMMUNICATION OPERATOR

Central Communication Operator

The Strat (Las Vegas, NV)

Description

Summary:

As the Central Communications Operator, you are responsible for filtering all calls and directing them to the proper departments throughout the Golden Entertainment properties. Your excellent phone etiquette and customer service skills play an important role in making a great impression of the company for all internal and external guests contacting us.

Essential Functions And Responsibilities

• Answer and properly direct inbound calls to correct department or guest operating an SPOK software system or an Avaya telephone
• Dispatch to Facilities/Engineering, Housekeeping, Kitchen Stewards, and other departments using the radio system
• Receive and input all individual and group wakeup call requests utilizing the voice mail system
• Execute and process emergency notifications for all properties as instructed
• Contact team members and guests upon request
• Review and stay updated on information and memos regarding information for all Golden Entertainment properties on a daily basis
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned
  
  

Requirements

Qualifications

• At least 2 years of customer service or telephone operator experience using a multi-line telecommunication system is required
• Previous experience SPOK and in a hotel/casino setting preferred
• Previous experience using computer softwares such as Microsoft Office required
• Ability to type a minimum of 35wpm and perform basic math required
• Experience operating a Radio System, FCS Voicemail System, LMS hotel system, and Avaya telephone preferred
• Ability to multi-task while performing job duties required
• Ability to remain calm and professional when interacting with callers and during emergency situations required
• Experience providing high level of guest service
• At least 18 years of age
• High school diploma or equivalent required
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States
  
  

Work Cards

• None
  
  

Physical Requirements

• Occasionally push/pull up to 25lbs
• Occasionally lift and/or carry up to 25lbs at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Occasionally standing and walking
• Constantly sit and work at a desk or computer
• Ability to communicate using in-person speech, radios, and telephone
• Ability to work for sustained periods of time maintaining concentrated attention to detail
• Constant use of hearing and vision, distinguish between shades of color and use tools or equipment requiring a high degree of dexterity
• Occasionally move throughout the property
• Ability to ascend and descend stairs
• Near/far vision acuity, depth perception, the field of vision
  
  

Work Environment Potential Conditions

• Indoor & Outdoor
• Smoky & Noisy
• Extreme hot & cold temperatures
• Slippery Surfaces
• Exposure to dust, fumes, and/or gases
  
  

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.