C.O.R.E. Agent

Core Agent

The primary responsibilities are to serve as the central point of contact for all communications, reservations, dispatching, and internal information distribution for the property. This position operates within the Communications, Operations, Reservations, and Environmental (C.O.R.E.) department and is responsible for managing incoming calls, coordinating service requests, supporting hotel reservations, and ensuring accurate and timely communication across departments.

This position ensures the confidentiality, security and accuracy of guest records and internal communications, and promotes positive guest and team member relations. Strong written and verbal communication skills are required, along with the ability to multitask, prioritize, and respond with urgency in a fast-paced environment. Regular attendance is required, and on occasion, later hours, weekends, or holidays may be required based on operational needs.

This position does not have any supervisory responsibilities. The essential functions of the C.O.R.E. Agent include but are not limited to:

• Serves as the primary point of contact for internal and external guests, acting as the "voice" of the Lucky Eagle Casino & Hotel through phone, radio, and digital communication platforms.
• Answers all incoming calls within established service standards, providing accurate information regarding hotel services, promotions, events, and reservations.
• Processes hotel reservations utilizing property management system, including identifying guest entitlements, explaining available rate plans, and upselling room types and packages when appropriate.
• Remotely check-in and coordinate arrival of all RV reservations at the Anderson RV Park, ensuring that guests are advised of RV standards, and park rules.
• Utilizes casino player management database to identify guest profiles, player status, and applicable offers including Lucky Stars, Gold Voucher, and promotional packages.
• Dispatches Facilities and EVS requests using facility management systems, radio systems, and other communication tools, ensuring timely assignment, acknowledgment, and completion tracking.
• Maintains accurate logs of work orders, service requests, and communication activity, ensuring proper follow-up and resolution.
• Routes calls professionally using the casino phone system, ensuring live transfers and avoiding dropped or misdirected calls.
• Communicates effectively via Microsoft Teams and email to support interdepartmental coordination and information sharing.
• Distributes and communicates updates related to events, promotions, and operational changes as directed.
• Demonstrates sound judgment in prioritizing urgent situations, including safety concerns, guest service escalations, and VIP requests.
• Maintains strict confidentiality of guest, team member, and company information in accordance with all policies and regulations.
• Provides service recovery support by logging, routing, and following up on guest concerns to ensure resolution.
• Exemplifies the Lucky Eagle Values: Thoughtful, Honorable, Empathetic, Kind, Encouraging, Exceed, and Positive.
• Understands and adheres to all regulatory, Tribal, Casino and department rules, regulations, policies and procedures.
• Performs other duties as assigned.

A High School Diploma or GED is required for this position. Previous experience in a call center, hotel front desk, reservations, or dispatch environment is preferred. Knowledge of casino operations, player rewards programs, and hotel systems is a plus.

Position requires strong verbal and written communication skills, the ability to multitask in a fast-paced environment, and sound judgment in prioritizing tasks. Must demonstrate proficiency or the ability to learn systems including Agilysys Stay, Bally's CMP, Microsoft Teams, Mitel phone systems, and Direct Supply TELS. Bilingual is a plus.

Must maintain professional business etiquette, demonstrate attention to detail, and work effectively both independently and as part of a team.

Must be a minimum of 21 years old and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is frequently required to sit, stand, walk, use hands to finger, handle, feel or operate equipment, and communicate effectively. This position may require reaching, bending, and repetitive motions. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.

Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also be exposed to noise from slot machines, guests, music, and public announcement systems, as is common in a Casino and/or Hotel environment.