Job Description

Responsible for taking guest reservations and promoting the Company and ensuring optimum guest service and satisfaction. Responsible for answering switchboard, directing calls to appropriate individuals, taking accurate messages and delivering same, and effectively resolving minor customer disputes.

Responsible for assisting Club Soboba guests in any manner needed.

DUTIES/RESPONSIBILITIES

• Answers switchboard for incoming calls and in-house calls, expediting calls to the proper extensions in a courteous and professional manner.

• Posts and delivers calls and messages for guests; executes pages over the intercom and/or radio systems.

• Operates computerized program for processing hotel reservations.

• Maintains a close working relationship with all Front Desk Employees, and assists in informing prospective Hotel guests of higher room value options.

• Inputs and manually records wake-up calls for guests.

• Accesses guest information from the computer.

• Accesses guest information from Player Tracking System to assist guest with basic informational questions about their play and comps.  Does not give the amount but can verify if guest has enough to accomplish what they want.

• Maintains and delivers an accurate accounting of all calls received for the maintenance department of the Hotel.

• Verifies accuracy of guest room confirmations; files reservations and confirmations.

• Maintains a working knowledge of room rates, types, locations, package plans, special features, information on all outlets, hours of operation, and various local attractions, in order to advise guests of same, whenever possible.

• Provides efficient service in receiving and distributing calls, paging, and messages.

• Maintains a log of phone problems, and reports any situations which need attention to the appropriate department and/or individual.

• With a working knowledge of proper emergency procedures, administers same over the intercom system in a calm, clear voice, as needed.

• Contacts in-house Security and Emergency Medical Technicians as needed, and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary, to report emergency situations.

• Effectively resolves minor customer conflicts/complaints, or refers matter to the appropriate department or individual, for proper resolution.

• Maintains a working knowledge of facilities, current and upcoming special events, in order to advise customers and fellow Employees of same, whenever possible.

• Understands and is able to explain all Club Soboba Promotions and Point accumulation and rewards.

• Must be physically present to work a regular, reliable, and predictable work schedule in accordance with business demands, and maintain a consistent and regular attendance record.

• Perform special projects and other responsibilities, tasks, or duties as requested.

PERFORMANCE REQUIREMENTS 

• To perform this job successfully, an individual must be able to satisfactorily perform job duties, demonstrate excellent work habits, deliver superior service to internal and external guests, exhibit the highest degree of professionalism, ethics, and integrity, and comply with all governing policies and procedures.  
• Employ positive communication skills and exercise professional interpersonal abilities (tact, diplomacy, and respect) with guests and co-workers at all times.
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest levels of productivity.
• Demonstrate a desire to succeed and willingness to help others succeed.
• Understand the role and responsibilities of the position and demonstrate proficiency in the position requirements.  
• Demonstrate support and comply with all Safety program elements including: adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Participate in open communication and provide feedback to management regarding operations, staffing, personal development, and operational productivity.
• Serve as a contributing Team Member of the Soboba Band of Luiseño Indians enhancing the Casino’s operations in all its business endeavors.

EDUCATION / QUALIFICATIONS

• Must be at least 21 years of age.
• High School Diploma or GED equivalent, required. 
• Any combination of education, experience and training that provides the required knowledge, skills and abilities.   
• Bi-multi languages, preferred.
• Must be able to provide evidence of eligibility to work in the United States of America.

CERTIFICATES, LICENSES AND REGISTRATION

• Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license. 

• Required to submit to and obtain negative results on all drug and/or alcohol testing.

SOBOBA CASINO RESORT BENEFITS 

Full-time team members are eligible to participate in a variety of group health and wellness benefits upon timely submission of appropriate enrollment forms. Coverage effective dates vary by plan and additional information will be provided to you during New Hire Orientation. Benefit offerings may change from time-to-time, but presently, Soboba Casino resort offers the following: 

• 401k Plan 
• Basic Life Insurance employer paid ($20,000) with the option to purchase Supplemental Life Insurance 
• Medical, Dental & Vision paid for the employee 
• Employee Assistance Program 
• Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs) 
• Paid Time Off

SOBOBA CASINO RESORT TEAM MEMBER RECOGNITION INCLUDING, BUT NOT LIMITED TO: 

• Reward and Recognition Program (Quarterly, and Annually) 
• Team member Incentives 
• Free Team member meal