Front Office Clerk

Hard Rock Hotel & Casino Biloxi; Biloxi (MS); On-site; USD 17,000 - 22,000; Full time

Job summary

Hard Rock Hotel & Casino Biloxi is seeking a friendly Guest Services Agent to welcome guests, assist with check-ins/check-outs, and answer inquiries about the property, hours of operation, entertainment, and amenities. You will relay guest requests to the appropriate staff and maintain accurate folios and reservations.

The role requires excellent interpersonal skills, the ability to work a flexible schedule, and the stamina to stand for long periods in a fast-paced environment.

Qualifications

• Excellent interpersonal and communication skills.
• Ability to work a flexible schedule.
• Must be able to communicate clearly and effectively with all Hard Rockers and guests.
• Must be able to stand for long periods of time.

Responsibilities

• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Relays guest requests to appropriate staff.
• Responds to inquiries regarding the property (directions, hours, venues, events).
• Maintains guest folios and processes charges and checkout.

Education

High School or equivalent

Job description

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays “guest requests” to appropriate staff.
• Enters text messages for guests into the property’s management system as requested; relay guest messages.
• Ensures calls are answered promptly and in accordance to department standards.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Makes and confirms reservations.
• Posts charges to guest folios.
• Assists guests in resolving complaints.
• Maintains a cash bank, cash checks, issue change.
• Receives cash, checks, and credit cards for payment of services.
• Processes complimentary transactions with supporting documentation.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
• Issues all coupons.
• Maintains knowledge of current marketing promotions and events.
• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
• Must project a professional and positive image.
• High energy level.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Must project a professional and positive image.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast-paced work environment.
• Must be able to stand for long periods of time.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all Hard Rockers and guests.
• Ability to understand and promulgate written memos, instructions, regulations.
• Basic reading and math skills.
• Proficiency in typing.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred

High School or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.