Call Center Representative

Job Overview

Creates a positive guest experience for callers by routing incoming/outgoing telephone calls, answering Club M-related questions, and taking/confirming hotel reservations, while providing a high level of service, and effective sales tactics to upsell Hotel and Casino offerings within a fast paced, high-volume environment.

Provides guest service in line with SMSCGE’s culture of Purpose, Vision, Values.

Illuminate Your Future

• Answers and routes all telephone calls to the appropriate departments according to department call script standards and enhanced Guest Service training.
• Accepts, confirms, modifies and cancels all room and event reservations in multiple computer systems.
• Accurately quotes rates and promotions and uses effective upsell techniques to sell upgraded room types, offer dining reservations, and amenity reservations.
• Uses multiple computer systems to answer all Mystic Lake Casino/Hotel guest inquiries.
• Announces all overhead paging over the casino P.A. system. Routes numeric paging requests to appropriate departments.
• Completes daily shift checklists as assigned by supervisor.
• Logs Housekeeping/Maintenance requests and provides required follow up with guests.
• Keeps up-to-date utilizing department communications systems of all Casino offerings/promotions/events.
• Participates in multi-systems daily audits to ensure accurate room/promotional inventories.
• Audits reservations for accuracy on a daily basis.

Job Requirements

• Six months’ reservations, guest service or full-service hotel experience.
• Must be able to read, write, and speak English clearly.
• Ability to communicate with a diverse population.
• Proficient experience with word processing, databases and electronic mail software.
• Must be able to type 35 wpm.

Benefits & Awesome Perks

• Competitive weekly pay.
• Outstanding benefits, including medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs, and more.
• Perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms and free uniform cleaning, and tuition reimbursement.

About the Role

We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience. Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.

Who We Are

Be the Experience. Be Bold. Be Mystic.