GUEST SERVICES REPRESENTATIVE-310R01

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.