Job Location(s) US-FL-Davie
    Requisition ID
    Seminole Property
    Seminole Hard Rock Support Services
    Guest Services
    Position Type
    Full Time
  • Overview

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    The Customer Care Operator is critical to the success of all our properties. The role is to greet callers with a positive experience during and in advance of their visits.  In this way, the Operator acts as the voice of the company and its properties.  In the context of frequent and sometimes challenging (and often rewarding) guest contact, the Operator works in a structured framework of readily available information, continual management support, and measureable, achievable goals. 


    Essential Job Functions:

    • Answering inbound telephone calls in an environment where transactions range from call transfers, to in-room work order requests, to providing information about activities that are happening in and around our properties.
    • Providing guests with a clear picture of products and services; always leading the call without failing to listen to the voice of the guest.
    • Handling accurate computer data entry for hotel guest messaging, Facilities/ Public Space/Housekeeping work orders and other computer tasks as assigned.
    • Ensuring that guest requests for services are met and confirmed; within the guidelines established by management.
    • Presenting, at all times, a positive view of the company and its properties when interacting with guests and fellow team members.
    • Assist in peer to peer coaching and training when requested.
    • Escalating difficult and complex situations to Team Leaders as they arise.
    • Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated.
    • Provide Team Leaders with important observations culled from many guest interactions, offering suggestions to improve process, product or service offerings.
    • Works diligently to support the culture and team philosophy throughout the property.
    • Comply with all departmental and company policies including business ethics guidelines.
    • Maintain confidentiality of all trade secrets and proprietary information including business processes, guest information, marketing plans and any other confidential information.
    • Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Service,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
    • Exhibit conduct in accordance with all departmental policies and procedures.
    • Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
    • One year or more of directly related experience in an inbound contact center or similar guest service role.
    • Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette.
    • Knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP, and HotSOS) is advantageous; proficiency in basic Windows and MS Office packages is considered a plus.
    • Strong verbal communication skills.
    • Experience handling guest calls in a high-volume inbound environment.
    • Experience handling reservations or in the casino / hospitality industry is considered a plus.



    Background checks may include, but are not limited to:


    • Credit Check
    • Criminal Background Check
    • Drug Screen    


    For a listing of all opportunities, please go to www.gotoworkhappy.com.   



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