PBX OPERATOR PT

Switchboard Operator

To hire the very best team members, Chukchansi Gold understands we have to make the very best offer. In addition to our competitive wages and employee perks, Chukchansi Gold team members receive $43,000-$58,000 in benefits alone, including medical, vision, 401K with employer match and immediate vesting, life insurance, meals, reduced workday hours, paid time off and more. Join the team at Chukchansi Gold and enjoy the best benefits package in the Valley! Chukchansi Gold team members enjoy unrivaled perks. You'll also receive free and discounted meals in the Team Dining Room, paid time off, holidays gifts and raffles. Additionally, discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park. Voted the Valley's No. 1 best local employer, Chukchansi Gold Resort & Casino is California's premier integrated resort offering lively gaming, world-class entertainment and luxurious accommodations, welcoming thousands of guests each year.

Job Description

SUMMARY : Responsible for answering the switchboard, directing calls to appropriate individuals, taking accurate messages and delivering messages, effectively resolving minor customer disputes, and assisting with making restaurant reservations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following :

• Interacts effectively with the public and Team Members. Performs excellent customer service at all times.
• Answers switchboard and connects calls in a prompt, courteous manner
• Provides efficient service in receiving and distributing calls and messages.
• Takes calls from guests requesting restaurant reservations and forwards them to the Central Services Representative. Assists the Central Services Representatives in taking reservations when needed.
• Resolves customer conflicts / complaints or refers matter to the appropriate department or individual, for proper resolution.
• Maintains a log of housekeeping calls and dispatches requests.
• Maintains a log of wake-up calls and delivers calls on time.
• Maintains a working knowledge of the hotel, facilities, current and upcoming special events, in order to advise customers and fellow Team Members of same, whenever possible.
• Maintains a working knowledge of proper emergency procedures and administers same over the intercom system in a calm, clear voice.
• Contacts in-house Security and Emergency Medical Technicians as needed and calls for help from in-house and outside agencies (Police, Fire Department, etc.) when deemed necessary to report emergency situations.
• Maintains a log of phone problems and reports any situations which need attention to the appropriate department and / or individual.
• Facilitates the flow of information by attending regularly scheduled departmental meetings.
• Assists with promotional mailings as needed.
• Maintains a consistent, regular attendance record.
• Performs any reasonable request made by management.

QUALIFICATION REQUIREMENTS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Must pass department skills assessment and practicum.

Prior experience working as a phone operator or call center is preferred.

Strong interpersonal communication skills.

Clear and pleasant phone voice.

Satisfactory time management.

Demonstrated sales and customer service skills.

EDUCATION and / or EXPERIENCE : High School diploma or GED preferred. College education in full or part, desired. Previous hotel, hospitality, receptionist or phone operator working experience is desired.

SPECIAL QUALIFICATIONS :

Ability to communicate clearly and professionally in English language is required. Capacity to speak in variety of foreign languages preferred. (e.g. Spanish, French, Arabic or other) Ability to handle modern technologies like Computer, Phone system. Ability to handle high pressure situations.

Must be capable of remaining calm when responding quickly and appropriately to emergency situations.

Must possess the ability to attend to multiple items and details simultaneously and with accuracy.

LANGUAGE SKILLS : Ability to read, analyze, and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS : Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY : Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to sit; and use hands to finger, handle, or feel objects, tools or controls. The Team member is occasionally required to stand and walk; reach with hands and arms; balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet to medium. When on the casino floor, the Team Member will be exposed to a smoke-filled environment.