Weekend Call Center Manager Jobs in Santa Rosa, CA

Position Summary:
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. Guest Services Representatives are responsible for answering inbound/outbound calls, texts, emails, and web chat, as well as any other communication channels in our effort to redefine hospitality, and in creating an effortless experience.
Essential Functions:
1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and
promoting our values.
2. Expert communicator that can listen effectively and communicate in a clear, concise, friendly, and professional manner within the Department Standards.
3. Thorough understanding of the Graton Rewards Programs and Benefits, including tier benefits,
exclusive special events, entertainment, and promotions.
4. Inbound/outbound calls and process guest requests within a single call resolution.
5. Apply proper communication etiquette and service standards to satisfy various guest situations and requests.
6. Build positive rapport with all manner of guests over various channels of communication, including but not limited to: phone, text, email, and web chat.
7. Ensure all communications with guests (both internal and external) result in a pleasant experience for the guest.
8. Multi-task between multiple software programs such as Hotel Reservation System, Event Ticketing System, Bravo, Microsoft Office Suite, Parton/IGT, Graton Resort & Casino website, Genesys Telephony, and more.
9. Assist with pool bookings, tax season inquiries, and other seasonal events.
10. Maintain a thorough knowledge of all aspects of Graton Resort & Casino, including but not limited to promotions, entertainment, dining, spa services, and other relevant services and amenities that enhance the Guest experience.
11. Book, cancel or otherwise modify room reservations as per the requests of our guests.
12. Provide general administrative support to Player Development, Rewards Center, Promotions, Events, and other departments.
13. Assist and maintain Poker Game Waitlist.
14. Process return mail by correcting and updating addresses.
15. Other duties and responsibilities as assigned.
Required Qualifications:
1. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
2. Ability to multi-task between administrative and technical duties, in conjunction with providing verbal guest service over the phone.
3. Excellent verbal, written, and oral communication skills with Guests, Team Members and Management.
4. Adapt well under pressure in a fast-paced work environment with high-call volume.
5. High degree of accuracy and data integrity.
6. Guest service driven with outgoing, positive, and energetic personality.
7. Strong phone and communication skills.
8. Engage in active listening with our guests to better assist.
9. Proficiency with computers and a basic understanding of Microsoft Office tools (Word, PowerPoint, and Excel).
10. Ability to multitask and operate several computer-based systems simultaneously.
11. Must be able to respond calmly and make rational decisions when handling guest conflicts.
12. Critical thinking and problem-solving skills in creating personalized solutions for guests.
13. Willingness to adapt and learn new material as it becomes available.
14. Must be fluent and literate in English.
15. Ability to handle a flexible work schedule, working weekends and holidays.
Physical Requirements:
1. Manual dexterity to operate job related equipment.
2. Must be able to remain in a stationary position during the duration of shift.