SUMMARY:

This internship is designed for Tribal Team Members interested in gaining practical experience in the operations of Hospitality, specifically, the position of Central Services Representative. Interns will be exposed to various duties providing assistance for PBX. These responsibilities include answering switchboard, directing calls to appropriate individuals, taking accurate messages and delivering them to the appropriate department or individuals, making reservation for the hotel, Vintage Restaurant, entertainment and all other marketing events, and effectively resolving minor customer disputes. Interns will gain up to 1,000 hours of hands-on experience of what this position entails and be able to accomplish all tasks listed in the Work Plan Outline. Upon successfully completing the internship program, interns will be given a certification of completion that can be used towards experience when applying to available positions.

ESSENTIAL DUTIES AND RESPONSIBILITIES WILL BE UNDER THE SUPERVISION OF THE DEPARTMENT MANAGER, DIRECTOR AND CDPA and include the following:

  • Works collaboratively with the management team, training staff and the CDPA to complete all portions of the internship outline.
  • Interacts professionally and effectively with the public and Team Members. Performs excellent customer service at all time.

  • Answers all incoming calls and routes them accordingly and in a timely, professional and polite manner. Handles all paging and radio communications in a similar way.
  • Makes, confirms, and cancels reservations for guests in a pleasant, professional and efficient manner so as to create a positive impression and to increase hotel occupancy.
  • Makes reservations for the hotel, Vintage Restaurant, entertainment and special events.
  • Resolves guest conflicts/complaints effectively in a fair and equitable manner or refers matters to the appropriate department or individual for proper resolution.
  • Maintains a working knowledge of all programs and equipment used in the office: LMS, Notebook, phone and paging systems, fax and copier machines.
  • Maintains a working knowledge of reservation procedures for the hotel and special events.
  • Maintains a working knowledge of the property as well as current and upcoming special events in order to advise guests and fellow Team Members.
  • Handles all incoming urgent matters or emergencies properly for the guests and the property. Works with management and/or security in order to calmly direct appropriate action. Uses a calm, clear voice when using the intercom system.
  • Maintains a log of phone problems and reports any situations which need attention to the appropriate department and/or individual.
  • Facilitates the flow of information by attending regularly scheduled departmental meetings.
  • Assists Central Services Supervisors with various reports and keeps files up to date and accurate.
  • Maintains a consistent, regular attendance record and adheres to departmental and company policies.
  • Performs any reasonable request made by management.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Enrollment towards the achievement of a High School diploma or GED required. Experience with, or knowledge of, PBX equipment and hotel reservation systems preferred.

SPECIAL QUALIFICATIONS:

Must possess excellent communication skills and a clear speaking voice. Must have basic computer skills and ability to operate a computer, typewriter, paging system, beepers, radios, copy machine and fax machine. Must be capable of remaining calm when responding quickly and appropriately to emergency situations. Must possess the ability to attend to many items and details simultaneously with accuracy. Must be available to work all shifts and weekends.

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 the paging system, as well as in one-on-one situations with guests and Team Members.

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. Reasonable accommodations may be made to enable individuals to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to talk or 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.