Under the supervision of the Resort Call Center Shift Manager, the incumbent is responsible for providing outstanding quality of guest service to internal and external guest. High school diploma or GED, Call Center and/or Hotel and Sales experience required. Must possess the ability to multi task 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 be able to type at least 20 words per minute while processing reservations. Must have the ability to handle high call volume. Must maintain a 77% phone occupancy. 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. Computer experience preferred. Position requires confined sitting 95% of the time, telephone communication and computer keyboarding 90% of the time. Mashantucket Pequot Tribe practices Native American preference in their hiring process.