Call Center Operator

Under general direction from the Call Center Operator, accepts incoming calls to the casino in a prompt, courteous, and professional manner; provides information to the caller or directs the call to the appropriate destination.


This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Follow AAA 4 Diamond standards on phone etiquette.
• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
• Takes and delivers messages or transfers call to voice mail when appropriate personnel are unavailable.
• Provides information regarding hours, events and promotions to the general public.
• Maintains an accurate call log.
• Projects a friendly and professional image to the customer.
• Maintains files of correspondence, records and other materials with minimal supervision.
• Maintains and operates office machines, equipment, and computers. Performs or coordinates general maintenance and repair.
• Maintains inventory of office supplies including applications and other employment forms.
• Receives, sorts, logs, and routes mail.
• Attends and participates in regularly scheduled staff meetings.
• Maintains confidentiality of all privileged information.
• Contributes to a team effort and accomplishes related results as required.
• Answers all telephones in a knowledgeable and professional manner.
• Page guests over Public Announcement system when requested.
• Process all reservation requests, changes, and cancellations.
• Relay required vehicle and department information over radio.
• Assist all departments with general clerical tasks.
• Maintain complete knowledge of all TMCR facilities and services.
• Provide a professional level of guest service to both internal and external guests.
• Utilize professional discretion and judgment with regard to company information.
• Maintain a high level of confidentiality.
• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required.

• Follows applicable TMCR company policies and procedures including Hotel Operation policies and procedures.

• Performs other duties as required.

Direct Reports: Call Center Operators.

Access to Sensitive Areas: Hotel storage areas, email access and all sensitive areas when accompanied with authorization.


Signatory Authority: All related Call Center forms and related forms with the authorization of Hotel Management.

Minimum Qualifications:

High School Diploma or equivalent required, unless waived by Human Resources Management. Previous experience with multiple phone lines and 2-way radio preferred. Previous hospitality (casino, hotel, reservations, front desk, or guest service) experience preferred. Must be computer literate and possess a friendly demeanor. Must be computer literate and possess a friendly demeanor. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.


Knowledge, Skills and Abilities:

• Knowledge of proper spelling, grammar, punctuation, and basic arithmetic.
• Skill in operating a multi-telephone line system.
• Ability to operate various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word, Excel, Access and PowerPoint.
• Ability to communicate effectively, both verbally and in writing.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to maintain confidentiality.
• Ability to establish and maintain professional relationships with co-workers at all levels.
• Ability to work independently and meet strict time lines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.


Work Environment:

While performing the duties of this position, the work environment is noisy and employee will work indoors and occasionally outdoors (exposed to weather conditions). Additionally, the employee will be exposed to cigarette smoke.


Must be able to work Nights, Weekends, and Holidays