Guest Experience Specialist - Inbound Calls & Reservations

Bally's Interactive; Biloxi (MS); On-site; USD 28,000 - 40,000; Full time

Job summary

Bally's Interactive is seeking a Hospitality Agent to enhance guest experience through exceptional service at our Biloxi property. You will handle calls, process reservations, relay requests, and maintain accurate folios and communications for guests and staff.

You will need to stay flexible, think quickly, and communicate clearly with colleagues and guests while adhering to property policies and procedures. A positive, professional demeanor is essential.

Qualifications

• Must project a professional and positive image.
• Excellent interpersonal and communication skills.
• Ability to work a flexible schedule.
• Ability to sit for long periods.
• Ability to understand and promulgate written memos and instructions.

Responsibilities

• Answer incoming phone calls, and/or transfer to appropriate department or guest room.
• Respond to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relay guest requests to appropriate staff.
• Enter text messages for guests into the property’s management system as requested; relay guest messages.
• Follow established emergency procedures and act as a communications link in emergency situations.
• Process and/or make reservations, quote rates, explain property amenities, close sale, explain Track/Picks/Mix, describe Hard Rock Rewards, and enter reservation for transient, casino and group guest into the property management system.
• Answer fax and email inquiries; confirm guest reservations weekly.
• Post charges to guest folios when needed; assist guests with room changes and amenities.
• Review folios with guest ensuring accuracy; perform checkout; adhere to policies and procedures.

Skills

Interpersonal communication

Professional image

Flexibility

Multitasking

Job description

Bally's Interactive is seeking a Hospitality Agent to enhance guest experience through exceptional service at our Biloxi property. You will handle calls, process reservations, relay requests, and maintain accurate folios and communications for guests and staff.

You will need to stay flexible, think quickly, and communicate clearly with colleagues and guests while adhering to property policies and procedures. A positive, professional demeanor is essential.