Golden Entertainment, Inc.
As the Central Communications Operator, you are responsible for filtering all calls and directing them to the proper departments across Golden Entertainment properties. Your excellent phone etiquette and customer service skills make a great impression for all internal and external guests contacting us.
Central Communications Operator The Strat (Las Vegas, NV)
Essential Functions And Responsibilities
Answer and properly direct inbound calls to the correct department or guest using an SPOK software system or an Avaya telephone
Dispatch to Facilities/Engineering, Housekeeping, Kitchen Stewards, and other departments using the radio system
Receive and input all individual and group wakeup call requests utilizing the voicemail system
Execute and process emergency notifications for all properties as instructed
Contact team members and guests upon request
Review and stay updated on information and memos regarding all Golden Entertainment properties daily
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
At least 2 years of customer service or telephone operator experience using a multi-line telecommunication system
Preferred experience with SPOK in a hotel/casino setting
Experience using computer software such as Microsoft Office
Ability to type a minimum of 35 wpm and perform basic math
Preferred experience operating a radio system, FCS voicemail system, LMS hotel system, and Avaya telephone
Ability to multi-task while performing job duties
Ability to remain calm and professional when interacting with callers and during emergency situations
Experience providing a high level of guest service
At least 18 years of age
High school diploma or equivalent
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all necessary work cards as required by the company
Verify right to work in the United States
Work Cards
None
Physical Requirements
Occasionally push/pull up to 25 lbs
Occasionally lift and/or carry up to 25 lbs at floor, knee, waist, and chest levels
Occasionally squat, kneel, reach, bend, twist
Occasionally stand and walk
Constantly sit and work at a desk or computer
Ability to communicate using in-person speech, radios, and telephone
Ability to work for sustained periods maintaining concentrated attention to detail
Constant use of hearing and vision, differentiate between shades of color, and use tools or equipment requiring a high degree of dexterity
Occasionally move throughout the property
Ability to ascend and descend stairs
Near/far vision acuity, depth perception, the field of vision
Work Environment Potential Conditions
Indoor & Outdoor
Smoky & Noisy
Extreme hot & cold temperatures
Slippery surfaces
Exposure to dust, fumes, and/or gases
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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Central Communications Operator The Strat (Las Vegas, NV)
Essential Functions And Responsibilities
Answer and properly direct inbound calls to the correct department or guest using an SPOK software system or an Avaya telephone
Dispatch to Facilities/Engineering, Housekeeping, Kitchen Stewards, and other departments using the radio system
Receive and input all individual and group wakeup call requests utilizing the voicemail system
Execute and process emergency notifications for all properties as instructed
Contact team members and guests upon request
Review and stay updated on information and memos regarding all Golden Entertainment properties daily
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
At least 2 years of customer service or telephone operator experience using a multi-line telecommunication system
Preferred experience with SPOK in a hotel/casino setting
Experience using computer software such as Microsoft Office
Ability to type a minimum of 35 wpm and perform basic math
Preferred experience operating a radio system, FCS voicemail system, LMS hotel system, and Avaya telephone
Ability to multi-task while performing job duties
Ability to remain calm and professional when interacting with callers and during emergency situations
Experience providing a high level of guest service
At least 18 years of age
High school diploma or equivalent
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all necessary work cards as required by the company
Verify right to work in the United States
Work Cards
None
Physical Requirements
Occasionally push/pull up to 25 lbs
Occasionally lift and/or carry up to 25 lbs at floor, knee, waist, and chest levels
Occasionally squat, kneel, reach, bend, twist
Occasionally stand and walk
Constantly sit and work at a desk or computer
Ability to communicate using in-person speech, radios, and telephone
Ability to work for sustained periods maintaining concentrated attention to detail
Constant use of hearing and vision, differentiate between shades of color, and use tools or equipment requiring a high degree of dexterity
Occasionally move throughout the property
Ability to ascend and descend stairs
Near/far vision acuity, depth perception, the field of vision
Work Environment Potential Conditions
Indoor & Outdoor
Smoky & Noisy
Extreme hot & cold temperatures
Slippery surfaces
Exposure to dust, fumes, and/or gases
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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