Guest Experience Concierge — Call Center

Bally’s Corporation; Biloxi (MS); On-site; USD 17,000 - 22,000; Full time

Job summary

Bally's Biloxi is seeking a friendly Guest Services Agent to join our front desk team. You will answer calls, assist guests with reservations, rooms, and amenities, and coordinate with housekeeping, food & beverage, and facilities when issues arise.

The role requires strong interpersonal and communication skills, the ability to multi-task, and a professional, high-energy presence. Accurate typing and quick problem solving are essential in a busy casino resort setting.

Qualifications

• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all guests.
• Basic reading and math skills.
• Proficiency in typing.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Ensures calls are answered promptly and in accordance to department standards.
• Answer incoming phone calls, and/or transfer to appropriate department or guest room
• Responds to inquiries regarding property – directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays guest requests to appropriate staff and enters messages into the property management system.
• Follows established emergency procedures and acts as a communications link in emergencies.
• Processes and/or makes reservations, checks availability, quotes rates, explains property amenities, and completes sales.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Posts charges to guest folios when needed.
• Assists guests in resolving complaints.
• Confirms guest reservations weekly and pre-charges for packages.
• Reviews folios for accuracy and assists with checkout.
• Adheres to policies and procedures of the department and property.
• Offers luggage assistance and car arrangement with ticket numbers.
• Make dinner reservations and reserve concert tickets when required.
• Reviews previous reservations for accuracy.
• Maintains a professional and positive image and a high energy level.
• Excellent non-verbal communication skills and eye contact.

Skills

Interpersonal skills

Communication skills

Typing proficiency

Stamina in fast-paced environment

Tools

Property management system

Job description

Bally's Biloxi is seeking a friendly Guest Services Agent to join our front desk team. You will answer calls, assist guests with reservations, rooms, and amenities, and coordinate with housekeeping, food & beverage, and facilities when issues arise.

The role requires strong interpersonal and communication skills, the ability to multi-task, and a professional, high-energy presence. Accurate typing and quick problem solving are essential in a busy casino resort setting.