Guest Experience Specialist – Call Center & Reservations

Hard Rock Hotel & Casino Biloxi; Biloxi (MS); On-site; USD 28,000 - 36,000; Full time

Job summary

Hard Rock Hotel & Casino Biloxi is seeking a customer-focused front desk/guest services professional to enhance the guest experience and handle reservations with care. You will respond to inquiries, assist with room accommodations, and coordinate with various departments to ensure seamless service.

The role requires strong communication, the ability to work a flexible schedule, and a professional appearance to uphold the Hard Rock brand. Prior hospitality experience is a plus.

Qualifications

• Excellent interpersonal and communication skills
• Proficiency in typing
• Ability to work a flexible schedule
• Must project a professional image
• Basic reading and math skills

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Answers calls promptly and transfers to the appropriate department or guest room.
• Responds to inquiries about the property, directions, hours, and entertainment.
• Relays guest requests to appropriate staff.
• Enters guest messages into the property's management system.
• Follows established emergency procedures and acts as a communications link in emergencies.
• Processes and submits reservations, quotes rates, and explains property amenities.
• Confirms and modifies reservations and reviews folios for accuracy.
• Maintains a professional, high-energy presence and effective non-verbal communication.
• Assists with luggage, dinner reservations, tickets, and casino trips as needed.

Education

High School diploma or better

Tools

Typing proficiency

Job description

Hard Rock Hotel & Casino Biloxi is seeking a customer-focused front desk/guest services professional to enhance the guest experience and handle reservations with care. You will respond to inquiries, assist with room accommodations, and coordinate with various departments to ensure seamless service.

The role requires strong communication, the ability to work a flexible schedule, and a professional appearance to uphold the Hard Rock brand. Prior hospitality experience is a plus.