Hotel Call Center Agent - Kickapoo Lucky Eagle Casino : Job Details

Reports to:

Hotel Shift Manager

Job Summary:

The Call Center Agent is primarily responsible for handling all incoming calls with efficiency and professionalism. This role involves making reservations, handling cancellations, and answering inquiries about KLECH events, promotions, hotel rates, hotel facilities, and services. Additionally, this position includes occasional front desk support, such as guest check-ins and check-outs, ensuring the highest level of guest satisfaction.

Essential Functions:

• Ensurecompliance with the applicable Tribal, Federal and other laws, gaming regulations, and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Answer incoming calls with proper etiquette and a friendly, professional demeanor.
• Accurately and timely input reservations in the hotel and casino management systems.
• Handle PBX dispatch, answer, and transfer calls as needed.
• Process and follow up on special guest requests, ensuring complete guest satisfaction.
• Promote hotel and casino initiatives, including the promotion of hotel and casino outlets and services.
• Familiarity with current and upcoming promotions and special offers to effectively maximize room revenue and guest bookings.
• Follow up on all voicemails and emails in a timely manner.
• Handle inquiries about hotel and casino services, rates, and amenities.
• Address guest complaints or concerns professionally and tactfully to ensure satisfaction, and escalate to the appropriate manager for further follow-up or resolution as needed.
• Upsell rooms and promote additional services to maximize revenue.
• Input and manage group reservations with room block codes.
• Audit daily arrivals for duplicate reservations and manage booking recaps.
• Prepare and send confirmations and invoices based on guest requests.
• Reconcile hotel credit card authorizations.
• Balance all Third Party Internet Sites and communicate with respective hotel leadership for assistance.
• Monitor and process daily reviews, package elements, and arrival setups.
• Maintain report with the Front Office and Leadership team to coordinate guest services.
• Front Desk Support Duties (As Needed):

20.1) Greet and assist guests with check-ins and check-outs.

20.2) Complete guest registration processes, including payment handling and room assignment.

20.3) Verify guest credit cards for authorization.

20.4) Assign guest rooms based on preferences and availability, ensuring seamless operations.

20.5) Provide guests with information about hotel facilities, services, and local attractions.

20.6) Maintain cleanliness and organization of the front desk, lobby, and back office areas.

21.7) Support front desk operations during peak hours or in the absence of front desk team members.

20.8) Input group rooming lists and handle changes, cancellations, and other modifications for group guests.

• Demonstrate and promote KLECH core values.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by hotel management.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have High School diploma or GED.
• Minimum one (1) year of hotel/front office experience, or two (2) years in customer service experience.
• Minimum one (1) year PBX operator experience.
• Must be familiar with software and data entry applications.
• Prior cash handling experience preferred.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Must have excellent guest service.
• Must have excellent attention to detail.
• Must have excellent communication skills and ability to build strong relations with guests.
• Ability to maintain effective relationships with all team members.
• Ability to work under pressure in a fast paced environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking; and analytical skills.
• Must possess a positive attitude with strong organizational qualities.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established KLECH guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment:

• Normal office setting and casino floor.
• Frequent walking and standing, and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• May be exposed to cigarette smoke.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain Gaming License. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLECH handbook, internal policy and procedures, and gaming regulations set within KLECH.

Opportunity to participate in the KLECH/IRS tip reporting program