Call Center Agent

AGE REQUIREMENT: 18 years or older

Position Summary:

Responsible for answering, routing and making reservations for a variety of calls in an inbound call center environment while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests.  

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Interacts heavily with guests.
• Answers and routes hotel operator phone calls
• Makes reservations on reservations phone lines.
• Enters guest reservations in the Isleta Resort and Casino Management System (PMS) quickly and accurately while upselling using the hotels selling strategy and knowledge of all rates, package plans and hotel services.
• Responds to inquiries, routes service issues to appropriate personnel, and provides general information in an efficient, courteous, and professional manner to achieve maximum guest satisfaction.
• Assists guests with all inquiries in connection with resort services, in-house events, directions, and local attractions.
• Maintains a working knowledge of the sales, front office, credit policy, hotel room types, hotel services and Casino promotions.
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement.
• Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction and information on all promotions and special events, as requested.
• Occasionally performs other duties as assigned.
• Will handle cash, credit card or check transactions and adheres to all cashiering procedures.
• Verification of all credit card, cash and check transactions during a given shift.

Accountability and Supervision:

None

Education and Experience:

• High School Diploma or General Educational Degree (GED) equivalent, preferred.
• One (1) year heavy guest/customer service experience, preferred.
• One-year hotel or food and beverage experience a plus
• Three (3) months of cash handling experience, preferred

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain a Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.

Knowledge, Skills, and Abilities:

• Must be able to take direction and feedback well.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.
• Must possess strong organizational and time management skills while paying close attention to details such as spelling, numbers, and grammar.
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess a strong commitment to the organizational goals and objectives while showing the utmost discretion and loyalty to the organization when dealing with confidential information and data.
• Must possess the ability to make sound and accurate decisions.
• Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
• Must be able to speak in a clear and understandable voice.
• Must be able to grasp a general understanding of the various departments in order to direct calls to the appropriate department/person.

Physical Demands and Work Environment:

• Must be able to sit, stand, and/or walk for extended periods of time.
• Must be able to lift, move, and place up to 25 pounds.

Working Conditions: 

Work is generally performed in a fast pace Resort and office setting; smoke filled environment, exposure to various lights and sounds. Must be on call at all times. May work holidays, weekends, and different shifts. Occasionally may be required to interact with hostile and/or angry guests. 

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.  

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.