Call Center Agent

About the position

The Guest Services Representative at Graton Resort & Casino serves as the first point of contact for guests, responsible for delivering exceptional service through various communication channels. This role emphasizes effective communication, problem-solving, and a thorough understanding of the resort's offerings to ensure a seamless guest experience.

Responsibilities

• Redefine hospitality at Graton Resort & Casino while supporting and promoting company values.
• Communicate effectively and professionally with guests in a clear and friendly manner.
• Understand and explain the Graton Rewards Programs and Benefits to guests.
• Handle inbound and outbound calls, processing guest requests with a focus on single-call resolution.
• Apply proper communication etiquette to satisfy various guest situations and requests.
• Build positive rapport with guests through phone, text, email, and web chat.
• Ensure all guest communications result in a pleasant experience.
• Multi-task using various software programs such as Hotel Reservation System and Microsoft Office Suite.
• Assist with pool bookings and seasonal inquiries.
• Maintain knowledge of promotions, entertainment, dining, and other services at the resort.
• Book, cancel, or modify room reservations as requested by guests.
• Provide administrative support to various departments including Player Development and Promotions.
• Assist in maintaining the Poker Game Waitlist.
• Process return mail by updating guest addresses.
• Perform other duties as assigned.

Requirements

• Ability to communicate effectively in both written and verbal forms with guests and team members.
• Ability to multi-task between administrative and technical duties while providing guest service over the phone.
• Excellent verbal, written, and oral communication skills.
• Ability to adapt under pressure in a fast-paced environment with high call volume.
• High degree of accuracy and data integrity.
• Guest service driven with a positive and energetic personality.
• Strong phone and communication skills.
• Engage in active listening to assist guests better.
• Proficiency with computers and basic understanding of Microsoft Office tools.
• Ability to multitask and operate several computer-based systems simultaneously.
• Calmly respond and make rational decisions when handling guest conflicts.
• Critical thinking and problem-solving skills for personalized guest solutions.
• Willingness to adapt and learn new material as it becomes available.
• Fluency and literacy in English.
• Ability to handle a flexible work schedule, including weekends and holidays.