GENERAL SUMMARY
Provides 4-Diamond level service to all guests inquiring about Pechanga, Room Reservations, Golf Reservations, Dining and Spa Treatments. Answers any questions about Pechanga Resort & Casino. Accurately inputs and communicates guest’s needs to all departments. Sells Pechanga to all guests and offers upselling options to drive more revenue to the property.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
• Answers incoming calls with respect to Pechanga’s core values, service guarantees, and departmental guidelines.
• Qualifies and distributes calls to appropriate departments on the property
• Solves guest challenges within realm of capability regarding hotel billing, stay opportunities, general hospitality encounters.
• Provides accurate information regarding events, promotions, activities, entertainment, etc. currently proceeding on property
• Represents Pechanga Resort & Casino in a Four-Diamond manner through all conversations and guest correspondences.
• Input and maintain accurate information in Opera Management system and Open Course reservation system for hotel reservations including packages, room only reservations, food & beverage reservations.
• Cashiering/billing competency to process payments and adjustments.
• Demonstrates knowledge and utilizes computer programs including but not limited to the Hotel Property Management System, property specific software programs, Microsoft applications and other common utilities.
• Maintain property knowledge by ensuring any communication is understood and all information is received.
• Must be able to communicate effectively with guests in respect to describing experiences and be able to sell the resort and upsell different options to all callers.
• Must be able to provide written communication in accordance with Four-Diamond standards via email and fax to all internal and external guests.
• Maintains department requirement for secret shopper calls.
• Maintains Four-Diamond verbiage and phone etiquette at all times
• Processes group reservations, individual bookings, online bookings, and package reservations with in-house outlets and outside vendors.
• Ensures a safe and clean workspace
• Other duties as assigned


ACCOUNTABILITY: This position does not have supervisory responsibilities.



QUALIFICATIONS AND GUIDELINES


EXPERIENCE/TRAINING/EDUCATION: A High school diploma or general education degree (GED); or one year related experience and/or training; or equivalent combination of education and experience is preferred to successfully perform this job.

COMMUNICATION SKILLS: This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. Furthermore, this position also requires the ability to speak effectively before groups of customers or employees of the organization.
MATHEMATICAL SKILLS: This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. This position also requires the ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS: N/A

SKILLS/ABILITIES:
• Must be proficient with Computers, all Microsoft Office software
• Must be able to type 30 wpm
• Must be able to speak clearly and concisely on the phone and in person
• Must be able to describe items in such a way that “Sells” the guest on that particular experience.

OTHER QUALIFICATIONS: N/A