Under the supervision of the Resort Call Center Shift Manager, the incumbent is responsible for providing professional, outstanding quality of guest service and polished, unparalleled service to all VIP and Casino guests and their affiliates. Responsible for replying to e-mails, providing accurate information to guest through guest interaction on Foxwoods website. Assists in the training of new staff members. High school diploma or GED as well as one (1) year of VIP representative experience and/or one (1) year Call Center experience and/or one (1) year Concierge and must possess Sales experience. Computer and phone experience preferred. Must possess the ability to multitask proficiently while promoting the Quality Assurance culture and maintain an 85% Quality Assurance Performance level. Must possess the ability to build relationships with guest which will result in repeated sales/business. Must have the ability to handle high call volume. Required to become proficient with department-specific computer systems. Must possess well developed guest service technique, negotiating skills necessary for resolution of guest inquires, a clear, pleasant speaking voice and good hearing to ensure effective telephone communication. Position requires confined sitting 95% of the time, telephone communication and computer keyboarding 90% of the time.
Foxwoods Resort Casino, the largest resort casino in the Northeast, has set the standard for innovation and excellence in gaming and hospitality for over 33 years. Owned and operated by the Mashantucket Pequot Tribal Nation, Foxwoods continues to redefine the resort experience by seamlessly blending of world-class gaming, award-winning dining, top-tier entertainment, and family-friendly attractions.
A destination like no other, Foxwoods offers over 2,200 luxury hotel rooms, a 30,000-square-foot expo space, on-site shopping at Tanger, and one of the most expansive gaming floors in the country. The resort’s entertainment portfolio features globally acclaimed artists, exclusive live performances, and premier events hosted at its renowned venues, including the Premier Theater and Great Cedar Showroom, which draw audiences year-round.
Through strategic partnerships with leading brands like DraftKings Sportsbook, Hell’s Kitchen, and Great Wolf Lodge, Foxwoods continues to expand its offerings and deliver elevated, curated experiences for guests. The new brand campaign, “This Is How We Resort,” reflects Foxwoods’ commitment to creating unique, personalized moments—from thrilling gaming adventures to relaxing escapes—that redefine what it means to “resort”. For more information, visit www.foxwoods.com.
As a large employer in Connecticut, we welcome you to see what career opportunity Foxwoods has to offer on Foxwoods.com/careers
