Job Description

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 the successful overall management of the PBX and Reservation System to ensure that phone calls are answered and connected in a timely manner and that accurate general information is available and offered to callers. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Interacts effectively with the public and Team Members. Performs excellent guest service at all times. Upholds company and departmental Core Standards. Maintains appropriate staffing levels in Central Services. Supervises the activities of all Central Services Representatives (CSRs) and Leads to ensure prompt, efficient service is given in making reservations for hotel rooms and casino events, receiving and distributing calls, paging and providing messages. Manages daily operations of Central Services through forecasting, room pricing and inventory control, including casino, transient, bus and group blocks. Assists the Director of Hotel with strategic marketing plans and yield management by monitoring and reporting on room occupancy and revenues. Coordinates and reviews all bookings between reservations, Tour and Travel, Catering and Casino. Monitors and assesses all lost business reports and dropped call reports to ensure maximum productivity and optimum occupancy and revenue capture. Develops and maintains all departmental policies and procedures and training programs in regards to LMS, NEC and any other equipment or software utilized in Central Services. Updates telephone directory and informational folders for the CSRs as needed and maintains current internal phone directories in coordination with IT. Trains and directs CSRs in proper emergency procedures and supervises the CSRs to ensure they are administered in a calm, equitable manner. Assists with phone repairs, ordering of equipment, moves and changes as necessary. Assures that all equipment functions properly and advises CSRs of any technical problems with system on property. Facilitates the flow of information by organizing and presiding over regularly scheduled meetings with all CSRs. Ensures a high degree of accuracy and thoroughness of all hotel related records and reports. These records and reports may include package components such as ECash. Maintains a consistent, regular attendance record. Performs any reasonable request made by management. May be used as an usher as needed by management for events. SUPERVISORY RESPONSIBILITYS: Directly supervises the activities of the Central Services Representatives and Leads. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; forecasting, tacking, reporting and analyzing rates, blocks and expenses; appraising performance; rewarding and disciplining Team members; addressing complaints and resolving problems. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. EDUCATION and/or EXPERIENCE: High School diploma or GED required. LMS and NEC experience preferred. Experience with or knowledge of call center equipment and hotel reservation systems is required. One to three years experience in a call center and/or hotel reservations department with progressive supervisory experience preferred. SPECIAL QUALIFICATIONS: Must possess excellent communication skills and a clear speaking voice. Strong interpersonal skills are required. Must have good organization skills and an energetic personality. Ability to operate a computer, switchboard console, typewriter, paging system, beepers, radios, copy and fax machines. Must be capable of attending to many items and details simultaneously with accuracy. Must be able to work flexible hours which include nights, weekends and holidays. 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. Ability to speak effectively through paging system as well as in one-on-one situations with guests and Team Members. Knowledge of the Spanish language helpful. 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 of 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 or walk; reach with hands and arms; climb or 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. When on the casino floor, the Team Member will be exposed to a smoke-filled environment.