Job Description Summary

Provides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering incoming, outgoing, and interoffice calls. Determining the appropriate person to route calls to, assisting guests with time-sensitive matters, and performing office clerical duties as needed.

 

Essential Duties and Responsibilities (other duties may be assigned)

Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or department. May perform clerical duties such as typing and proofreading. Operates paging system to call individuals on the casino to the phone. Provide excellent guest service to both guests and internal staff. Handle general inquiries regarding Agua Caliente Properties Maintains property knowledge for all 3 Agua Caliente Casinos properties by keeping up to date with information provided in the property management system including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails. Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer guest questions. Answering screening, and forwarding calls in a professional and courteous manner Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.

 

Skills and Abilities

Ability to build close working relationships with other departments such as the front desk, housekeeping, and valet. Ability to remain calm and alert, especially during emergency situations. Demonstrates proficient knowledge and utilizes computer programs including but not limited to the hotel property management system, property-specific programs for engineering, housekeeping, dining outlets, and guest communication. Ability to maintain departmental requirements for secret shopper calls.

 

Supervisory Responsibilities

None

 

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

 

Signatory Ability

None