Guest Service Agent

About the Role

Cherokee Nation Entertainment is seeking a Guest Service (Call Center) Agent to be the welcoming voice and helpful hand for guests. This full-time role is for individuals who are master communicators, enjoy making people feel special, and thrive in a fast-paced environment where weekends and holidays are part of the schedule.

Key Responsibilities

• Answer incoming calls from guests promptly and courteously.
• Assist guests with hotel and restaurant reservations, concert ticket sales, and general inquiries.
• Provide information on CNE properties, amenities, and promotions.
• Fulfill guest requests for reservations and tickets accurately and efficiently.
• Utilize and update operating systems to maintain accurate records.
• Promote the One Star Rewards program and its benefits to guests.
• Provide information on website and phone app navigation.
• Maintain a positive and professional attitude at all times.

Requirements & Tech Stack

• High School Diploma or GED.
• 6 months of experience in a customer service role (preferably high volume call center and preferably within the gaming or hospitality industry).
• Excellent communication and interpersonal skills, both verbal and written.
• Strong phone etiquette and active listening skills.
• Working knowledge of hotel and casino operations.
• Proficiency in Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Ability to work in a fast-paced and often demanding environment.
• Flexibility to work varied shifts, including weekends and holidays.
• Ability to work in a casino environment, which may include exposure to second-hand smoke and crowd noise.

About Us

Hard Rock Hotel & Casino Tulsa is Oklahoma’s premier gaming and resort destination. It features extensive gaming options, modern meeting and convention space, an 18-hole championship golf course, multiple food and entertainment venues, and a large event center. Hard Rock Hotel & Casino Tulsa is the flagship of Cherokee Nation Businesses’ hospitality division.

What Awaits You

• Health & Wellness: Health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations).
• Financial Security: 401(k) match and paid vacation, sick time, bereavement, and holidays.
• Work-Life Balance: Flexible spending accounts, maternity/paternity leave, and voluntary benefits.
• And More: Performance-based incentives, referral rewards, and discounts and holiday appreciation gifts.

About The Team

Cherokee Nation Entertainment (CNE) is a leading tribal business operating a diverse portfolio of brands including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos, and Gold Strike Casino Resort. CNE offers career opportunities in gaming, live entertainment, culinary arts, and guest services.