Rep - Call Center Full Time

Bally's Corporation; Biloxi (MS); On-site; USD 32,000 - 46,000; Full time

Job summary

Bally's Corporation in Biloxi is seeking a guest services agent to deliver exceptional service, answer calls, manage reservations, and relay guest requests to the appropriate staff.

You will use the property's management system to enter messages, quote rates, confirm reservations, and help guests with changes, amenities, and payments while adhering to policies.

Qualifications

• Must present a professional, positive image at all times.
• High energy and strong interpersonal skills are required.
• Excellent verbal and non-verbal communication abilities.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Answers incoming calls and transfers to appropriate department.
• Processes and/or makes reservations, quotes rates, and closes sales.
• Confirms guest reservations weekly.
• Reviews folios with guests and performs checkout.
• Adheres to department and property policies.
• Relays guest requests to staff and enters messages into the management system.
• Assists guests with room changes and amenities.
• Posts charges to guest folios when needed.
• Resolves guest complaints.

Skills

Professional image

High energy

Non-verbal communication

Interpersonal skills

Communication skills

Typing

Flexible schedule

Education

High School (preferred)

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.

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.

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.

Qualifications

High School (preferred)

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.