Job Description

Telephone Operator

Provide accurate yet friendly service to the guests, potential guest and internal team members using the communication network. Knowledge of all reports and telecom equipment.

• Answer incoming calls on console and accurately direct calls to appropriate extensions/parties. • Greet and respond to guests' requests in a friendly, courteous manner. • Maintain a complete knowledge of emergency procedures. • Receive and log all emergency calls and direct to security and/or facility maintenance departments. • Deliver exceptional customer service by professionally receiving and responding to inbound calls for internal & external guest for multiple properties. • Effective knowledge of English language, both verbal and written speaking in a clear and professional manner • Provide informed knowledge of Boyd Gaming properties, events, promotions, the city and key personnel, routing calls to the appropriate administrative extension, guest room, department or sister property. • Ability to multitask, prioritize and complete tasks while responding attentively to our guest requests or complaints. • Maintain working knowledge of all applicable computer programs and all telecom equipment. • Maintain working knowledge of all emergency procedures. Ability to make sound decisions while coordinating and prioritizing with security and key personnel during high priority situations, i.e. bomb threat/fire/robbery/medical. • Maintain working knowledge of all guest services i.e. paging, messaging, wakeups, DNDs, VIPs, and NRG. and reports. • Coordinate equipment repairs and technical issues with on-site technician. Knowledge of how to report and track inventory, and other duties as assigned. • Maintain status board and keep all logs and computer files updated. • Work as team player in an environment that was founded on

• One (1) year of experience in telephone switchboard, multi-line phone system, and/or customer service preferred bilingual a plus. • Must be able to sit for entire shift. • Operate Meridian switchboard. • Basic knowledge of Microsoft Word, Excel, LMS, HMS, HOTSOS & Open Table & Self-Serve. • Ability to Type, operate printers, beepers, cellular phones, and two-way radios. • Operate HMS system/build and distribute broadcast and distribution Announcements. • Operate all related Northern Telecom equipment, (Telecommunication automatic wake-up machine, • Operate & understand SDD call accounting system call costing, dialing patterns reporting. • Professional appearance. • Follow confidentiality procedure. • Comply with all Boyd Gaming regulations. • High School graduate or equivalent.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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