Job Description

JOB PURPOSE:

Responds to and directs incoming calls from internal and external guests regarding hotel reservations, restaurant reservations, and general casino information

JOB DUTIES AND RESPONSIBILITIES:

(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

1. ASSISTS GUESTS WITH HOTEL RESERVATIONS ONLINE AND THROUGH THE CALL CENTER by answering incoming calls, greeting callers in a friendly and courteous manner, providing guests with hotel room information and resort amenities, determining appropriate room type based on guest needs, retrieving credit card information, entering guest information into property management system, informing guests of guarantees, special rates, and cancellation policies, up-selling and cross-selling when appropriate, logging guest discounts, vouchers, VIP points and credit cards on cashier drop work sheet, and ensuring online travel agent reservations are coded correctly following established procedures. - 55%
2. PROVIDES GUESTS WITH SERVICE by answering incoming calls within three rings, greeting callers in a friendly and courteous manner, accurately directing calls to appropriate departments, paging departments and making announcements as requested, transferring calls to guests and groups, providing accurate and timely information to callers, assisting guests with wake up calls and room service requests, offering correct information regarding casino promotions, contests, giveaways and concerts, and promptly notifying Hotel Reservations Manager of guest concerns and complaints. - 30%
3. PROVIDES ADMINISTRATIVE AND CLERICAL SUPPORT TO THE CALL CENTER by documenting and tracking incoming calls, pages, and online interactions and forwarding shift activity reports to the Hotel Reservations Manager. - 10%
4. MAINTAINS A PROFESSIONAL DEPARTMENT IMAGE by consistently communicating and presenting information in a professional manner in team member and business interactions, securing confidential and sensitive departmental and guest data, and performing other duties as assigned. - 5%

JOB SPECIFICATIONS:

Education and Experience:

Essential:

• High School Diploma, High School Certificate of Completion, or G.E.D.
• 1 year guest service experience

Desirable:

• Hotel hospitality experience
• Previous experience opening a new hotel
• Experience in quality assurance specific to AAA Four Diamond and 4 Star Forbes standards

Skills and Knowledge:

Essential:

• Ability to interact effectively with team members and guests
• Ability to prioritize and perform multiple tasks and assignments
• Ability to communicate effectively in the English language
• Ability to understand and follow verbal directives and written directions
• Ability to perform data entry assignments
• Ability to maintain professionalism and composure
• Ability to resolve and/or escalate guest issues to management in professional manner
• Ability to accept constructive criticism
• Proficiency in word processing and spreadsheet applications
• Working knowledge of Microsoft office applications (Excel, Word, PowerPoint etc.)
• Ability to read and complete forms and documents
• Ability to perform simple mathematical calculations
• Ability to sit or stand for up to eight hours
• Ability to maintain confidentiality
• Ability to appear for work on time

Desirable:

• Working knowledge of Delphi and Infor HMS
• Working knowledge of Cisco Call Manager Services

SUPERVISORY/MANAGERIAL ACCOUNTABILITY:

Direct:    None

Indirect:  None

Company Description

Sycuan is more than just a business. Sycuan careers create a community of people working together toward a common goal. Whether you work in our state-of-the-art Casino, our beautiful Golf Resort, or become a staff member in one of our other enterprises, you will be part of the Sycuan family. In addition to casino jobs and the rest of the resort, Sycuan operates a Fire Department, Medical Clinic, Dental Clinic, Police Department, and an Education Department. We currently employ over 2,400 team members in a variety of positions and casino careers, including casino operations, hotel operations, golf operations, food and beverage, security, accounting, sales and marketing, facilities and landscaping, just to name a few. While the Sycuan Band of the Kumeyaay Nation is building a reputation for an unmatched commitment to our guests and our community, we know that without a strong commitment to our team members, reaching our goals would be impossible. It goes without saying that we offer our team members competitive wages, training opportunities, and a generous benefits package. Sycuan understands that every team member, regardless of position, plays a part in and shares the responsibility for promoting a positive work environment. Our Code of Ethics was developed by our team members and provides values and standards that guide our team members in their day-to-day interactions with guests and other team members. Sycuan careers also partners with EthicsPoint to enhance communications and empower our team members to promote safety, security, and ethical behavior in the workplace. Providing exceptional guest service is the foundation of our business. Each team member is responsible for providing exceptional service to every guest with whom he or she comes in contact. The Sycuan Difference Pledge, Core Goals, and Soaring Standards, also developed by our team members, help further define our behaviors and the way in which we service and care for our guests and each other. If you enjoy being part of a team dedicated to creating a memorable guest experience, we invite you to explore casino jobs in San Diego and join our winning team!