Call Center Representative

Guest Services Representative

Guest Services Representatives are the first point of contact for our guests and are expected to meet and exceed Graton Resort & Casino guest service standards in a thorough and efficient first contact resolution. They are responsible for answering inbound/outbound calls, texts, emails, and web chat, as well as any other communication channels in our effort to redefine hospitality, and in creating an effortless experience.

Essential Functions:

• Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
• Expert communicator that can listen effectively and communicate in a clear, concise, friendly, and professional manner within the Department Standards.
• Thorough understanding of the Graton Rewards Programs and Benefits, including tier benefits, exclusive special events, entertainment, and promotions.
• Inbound/outbound calls and process guest requests within a single call resolution.
• Apply proper communication etiquette and service standards to satisfy various guest situations and requests.
• Build positive rapport with all manner of guests over various channels of communication, including but not limited to: phone, text, email, and web chat.
• Ensure all communications with guests (both internal and external) result in a pleasant experience for the guest.
• Multi-task between multiple software programs such as Hotel Reservation System, Event Ticketing System, Bravo, Microsoft Office Suite, Parton/IGT, Graton Resort & Casino website, Genesys Telephony, and more.
• Assist with pool bookings, tax season inquiries, and other seasonal events.
• Maintain a thorough knowledge of all aspects of Graton Resort & Casino, including but not limited to promotions, entertainment, dining, spa services, and other relevant services and amenities that enhance the Guest experience.
• Book, cancel or otherwise modify room reservations as per the requests of our guests.
• Provide general administrative support to Player Development, Rewards Center, Promotions, Events, and other departments.
• Assist and maintain Poker Game Waitlist.
• Process return mail by correcting and updating addresses.
• Other duties and responsibilities as assigned.

Required Qualifications:

• Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
• Ability to multi-task between administrative and technical duties, in conjunction with providing verbal guest service over the phone.
• Excellent verbal, written, and oral communication skills with Guests, Team Members and Management.
• Adapt well under pressure in a fast-paced work environment with high-call volume.
• High degree of accuracy and data integrity.
• Guest service driven with outgoing, positive, and energetic personality.
• Strong phone and communication skills.
• Engage in active listening with our guests to better assist.
• Proficiency with computers and a basic understanding of Microsoft Office tools (Word, PowerPoint, and Excel).
• Ability to multitask and operate several computer-based systems simultaneously.
• Must be able to respond calmly and make rational decisions when handling guest conflicts.
• Critical thinking and problem-solving skills in creating personalized solutions for guests.
• Willingness to adapt and learn new material as it becomes available.
• Must be fluent and literate in English.
• Ability to handle a flexible work schedule, working weekends and holidays.

Physical Requirements:

• Manual dexterity to operate job related equipment.
• Must be able to remain in a stationary position during the duration of shift.