GUEST SERVICE INFORMATION OPERATOR
All Shifts, All Days
Average Hours per Week:
29 hours or less
Required Skills Tests:
A/N Data Entry
Operates cord or cordless switchboard to relayhigh volume incoming, outgoing, and interoffice calls. Answers all general information inquiries and those regarding specific areas, such as Bingo, OTB, Entertainment, Restaurants, and VOC. Pages Casino guests, managers, supervisors, and others as needed. Makes public address announcements regarding tournaments, special promotions, jackpot winners, security requests, and other matters.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.
Answers all incoming calls through the main lines, operator lines and voice mail.
Transfers all calls to correct extension or department while maintaining a calm and professional demeanor at all times.
Maintains current calendar regarding overall casino/ VOC business including updates and promotional events.
Maintains and tracks “in and out” board/schedule of administrative and department supervisors and management on shift daily.
Pages Casino guests, managers, supervisors, and others phones as needed. Makes public address announcements regarding tournaments, special promotions, jackpot winners, security requests, and other matters. Provides reports to other team member during shift rotation as needed.
Provides guests directions to Viejas Casino and Outlet by utilizing online map.
Maintains current list of all managers' home phone, pager, and cell phone numbers. Maintains authorized list for distribution of numbers.
Understands and practices emergency procedures for handling bomb threats, medical emergency, evacuation, and emergency contact.
Assists guests with courtesy call, taxi service, and hotel arrangements.
Maintains the highest level of confidentiality including Public Relations and Media.
Always demonstrate the highest Viejas Guest Service Standards while performing job related duties and responsibilities.
Performs all compatible and related duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High School Diploma or GED required.
One year related experience and/or training.
Knowledge of basic computer skills and phone switchboard preferred.
Prior experience in heavy phones preferred.
Excellent verbal communication skills, including a pleasant and courteous voice.
Knowledge of Spanish or another second language preferred, but not required.
Must be able to deal with emergency situations.
Works well under pressure.
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively before groups of guests or team members of organization.
Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
Define problems, collect data, establish facts and draw valid conclusions.
If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department.
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