Rep - Call Center Full Time

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

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 – 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.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes
• Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Posts charges to guest folios when needed.
• Assists guests in resolving complaints.
• Email/fax guest credit card/gift card authorization forms and guest folios.
• Confirm guest reservations weekly.
• Pre-charge guest for package reservations.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance and have guest car pulled around with ticket number.
• Make dinner reservations
• Reserve complimentary concert tickets, gift offers, and casino trips as needed.
• Reviews previous reservations and arrivals to check for accuracy.

Competencies:

• 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.Must be able to maintain composure under stress in a fast pace work environment.
• Must be able to sit 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.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• 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.