Job Details

Job Description Summary

Provides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering 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.

Essential Duties and Responsibilities (other duties may be assigned)

• Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or department.
• 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 guests and internal staff.
• Handle general inquiries regarding Agua Caliente Properties
• 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
• 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 or GED
• 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, including walking up to 1 ½ mile, climbing stairs and 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.