Guest Service Agent
About Us
Cherokee Nation Entertainment is one of the largest and most successful tribal businesses in the country, operating a diverse portfolio including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Mississippi. We are committed to the well-being of the Cherokee Nation and the communities that it calls home.
About the Role
We are seeking a Guest Service (Call Center) Agent to be the welcoming voice and helpful hand for our valued guests. You will be the first impression and lasting memory for countless visitors, handling incoming calls and guiding guests through hotel and restaurant reservations, concert ticket sales, and general inquiries about our properties, amenities, and promotions. You will accurately and efficiently fulfill requests, maintain precise records, and enthusiastically promote the benefits of our One Star Rewards program, while serving as the go-to resource for navigating our website and phone app.
Responsibilities
- Answer incoming calls from guests promptly and courteously.
- Assist guests with hotel and restaurant reservations, concert ticket sales, and general inquiries.
- Provide information on CNE properties, amenities, and promotions.
- Fulfill guest requests for reservations and tickets accurately and efficiently.
- Utilize and update operating systems to maintain accurate records.
- Promote the One Star Rewards program and its benefits to guests.
- Provide information on website and phone app navigation.
- Maintain a positive and professional attitude at all times.
Qualifications
- High School Diploma or GED.
- 6 months of experience in a customer service role (preferably high volume call center and preferably within the gaming or hospitality industry).
- Excellent communication and interpersonal skills, both verbal and written.
- Strong phone etiquette and active listening skills.
- Working knowledge of hotel and casino operations.
- Proficiency in Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Ability to work in a fast-paced and often demanding environment.
- Flexibility to work varied shifts, including weekends and holidays.
- Ability to work in a casino environment, which may include exposure to second-hand smoke and crowd noise.
Benefits
- Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations).
- Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays.
- Work-Life Balance: Enjoy flexible spending accounts, maternity/paternity leave, and voluntary benefits for added peace of mind.
- And More: Earn incentives based on performance, refer friends and get rewarded, and enjoy discounts and holiday appreciation gifts.