CALL CENTER REPRESENTATIVE: PART-TIME

About the Role

Guest Services Representatives are the first point of contact for our guests and are expected to meet and exceed Graton Resort & Casino guest service standards in a thorough and efficient first-contact resolution. They handle inbound/outbound calls, texts, emails, web chat, and other communication channels to redefine hospitality and create an effortless guest experience.

Responsibilities

• Redefine hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
• Communicate effectively, listen actively, and respond in a clear, concise, friendly, and professional manner within department standards.
• Demonstrate a thorough understanding of the Graton Rewards Programs and Benefits, including tier benefits, exclusive special events, entertainment, and promotions.
• Handle inbound/outbound calls and process guest requests within a single-call resolution.
• Apply proper communication etiquette and service standards to satisfy various guest situations and requests.
• Build positive rapport with guests across multiple communication channels, including phone, text, email, and web chat.
• Ensure all guest communications (internal and external) result in a pleasant experience.
• Multi-task across multiple software programs, such as the Hotel Reservation System, Event Ticketing System, Bravo, Microsoft Office Suite, Parton/IGT, the Graton Resort & Casino website, and Genesys Telephony.
• Assist with pool bookings, tax season inquiries, and other seasonal events.
• Maintain a thorough knowledge of all aspects of Graton Resort & Casino, including promotions, entertainment, dining, spa services, and other amenities that enhance the guest experience.
• Book, cancel, or modify room reservations as requested by guests.
• Provide general administrative support to Player Development, Rewards Center, Promotions, Events, and other departments.
• Assist and maintain the Poker Game Waitlist.
• Process return mail by correcting and updating addresses.
• Perform other duties and responsibilities as assigned.