Company Overview
Deerfoot Inn & Casino is a premier hotel and entertainment complex . We offer luxurious accommodations, exciting gaming experiences, diverse dining options, and live entertainment. Our mission is to provide exceptional service and memorable experiences to our guests in a vibrant and welcoming environment.
Position Overview:
The Phone Receptionist serves as the central communication hub for Deerfoot Inn & Casino and is the first point of contact for all incoming calls. This role is responsible for delivering exceptional guest service by efficiently managing high call volumes, providing accurate information, and directing calls across all areas of the property including hotel operations, casino services, food & beverage outlets, events, and administration. The ideal candidate is professional, detail-oriented, and able to remain composed in a fast-paced environment while ensuring all communication is handled promptly, accurately, and courteously.
Key Responsibilities
- Answer all incoming calls promptly, professionally, and in accordance with service standards
- Accurately screen and direct calls to the appropriate department or individual·
- Provide clear and up-to-date information regarding hotel services, casino operations, promotions, dining outlets, and events.
- Assist guests with general inquiries, reservations, and internal requests when applicable.
- Handle guest concerns with professionalism and escalate issues when required·
- Maintain strong knowledge of daily operations, occupancy, events, and promotions.
- Operate and manage multi-line phone systems and communication equipment efficiently.
- Record, relay, and follow up on messages accurately and in a timely manner.
- Support internal communication between departments to ensure seamless guest service.
- Maintain confidentiality and protect guest privacy at all times.
- Monitor call logs, maintain records, and complete required reports as needed.
- Assist with wake-up calls, message handling, and internal paging when required.
- Remain aware of emergency procedures and respond appropriately to urgent or emergency calls.
Operational & Service Expectations
- Deliver consistent, courteous, and professional communication at all times.
- Demonstrate strong teamwork by supporting colleagues and other departments.
- Ensure accuracy and efficiency in all call handling and guest interactions.
- Maintain a clean, organized, and professional work area.
- Represent Deerfoot Inn & Casino in a positive and professional manner at all times.
Qualifications & Requirements
- Previous experience in a receptionist, call centre, or guest service role preferred.
- Hospitality or call center experience is considered an asset.
- Strong verbal communication and active listening skills.
- Professional phone etiquette with a clear, confident speaking voice.
- Ability to multitask and work under pressure in a high-volume environment.
- Basic computer skills and familiarity with phone systems and hotel software.
- Flexible availability, including evenings, weekends, and holidays.
Core Competencies
- Guest Service Excellence.
- Communication & Interpersonal Skills.
- Attention to Detail.
- Problem Solving & Decision Making.
- Time Management & Multitasking.
- Teamwork & Collaboration.
Work Environment
- Fast-paced hotel and casino environment.
- High call volume with continuous guest and staff interaction.
- Extended periods of sitting and phone use required.
Pay: $17.00-$18.00 per hour
Benefits:
- Extended health care
- Life insurance
Work Location: In person
