Assist and directs Team members in the daily operations of PBX/ Resort Services and ensure that the highest possible level of customer service is achieved and maintained using Family-Style Service. Works directly and closely with the Hotel Operations Supervisor. Responsible for scheduling and building team morale. Must be multi-task oriented. Our ideal candidate: High school diploma required. Two years PBX/ Call center or related guest service experience. Must be able to type 30 w.p.m. Must be a... more details
Assist and directs Team members in the daily operations of PBX/ Resort Services and ensure that the highest possible level of customer service is achieved and maintained using Family-Style Service. Works directly and closely with the Hotel Operations Supervisor. Responsible for scheduling and building team morale. Must be multi-task oriented.
Our ideal candidate:
- High school diploma required.
- Two years PBX/ Call center or related guest service experience.
- Must be able to type 30 w.p.m.
- Must be able to communicate well in all aspects of English language.
- Bilingual experience would be a plus.
- Must possess excellent guest service skills and speak in a pleasant, quiet and understandable tone of voice.
- Must have 6 months experience working with a computer.
- At least 6 months leadership experience is a plus.
- Strong leadership skills and team building abilities are essential.
- Microsoft Word, Excel, Outlook experience preferred.
- Must be able to work a flexible schedule including nights, weekends, and holidays as necessary.
- Must be able to get along well with co-workers and work as a team.
- Must present a well-groomed appearance.
About the role:
- Answers telephone in accordance with company scripting and routes calls to appropriate departments and/or parties
- Gives direction and provides feedback to team members in the PBX department.
- Serves as Hotel Representative and guest service role model for other employees.
- Resolves customer issues according to the Family-Style Service house rules and de-escalation tools.
- Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’ guest service levels.
- Ensures that all guest contact is courteous, informative, and thorough.
- Empowered to ensure guests’ problems/complaints are resolved in a prompt, courteous and efficient manner using Service Recovery Tools.
- Maintains knowledge of Hotel, Community and Special Events to provide guests with superior service.
- Demonstrates a positive and enthusiastic demeanor to guests, both internal and external always.
- Provides excellent service to both internal and external guests.
- Enforces all departmental and company policies and procedures.
- Must be able to perform job functions for PBX.
- Monitors and assists all agents with questions and concerns.
- Responsible for weekly scheduling, monitoring of breaks and ensures PTO requests and/or call offs are scheduled with coverage.
- Must be able to meet attendance and punctuality standards.
A few more things:
- Must be able to respond calmly in crisis and stressful situations.
- Must be able to work independently.
- Must be able to sit for periods of 4 hours or more at a time.
- Must be able to log and record major activities for leadership review.
- Must be able to operate a computer and fax machine.
- Must be able to respond calmly when handling guest conflicts.
- Must be able to listen and respond to visual and aural cues.
- Must be able to communicate well in all aspects of the English language.
- Must be able to remember specific details of key personnel names and extensions.
- Must have the ability to concentrate for long periods of time and be able to recognize and respond to individuals with questions.
Salary: $55,000 per year, depending on experience.
The above is a minimal description of duties and responsibilities. Other work requirements may be necessary and assigned as the business needs evolve or change. Harrah’s Resort Southern California reserves the right to make changes to this job description whenever necessary.
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Harrah’s Resort Southern California is proud to be an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or protected veteran.
Preference is given to qualified Rincon tribal members and members of other federally recognized tribes
NOTE: By providing a mobile number, you agree to receive calls/texts to your number about your application, and other opportunities that may be of interest to you. You understand that, where applicable, messages may be sent using an automatic telephone dialing system and your consent to receive messages does not require you to make a purchase.
