Rep - Call Center Full Time

Bally's; Biloxi (MS); On-site; USD 30,000 - 45,000; Full time

Job summary

Bally's Biloxi is seeking a friendly and dynamic Guest Services Associate to warmly assist guests, answer calls, and coordinate reservations and requests at the front desk.

You will use the property management and reservations systems to enter messages, confirm bookings, relay guest needs, and provide directions, hours of operation, and information about entertainment and venues, while maintaining a professional, high-energy service standard.

Qualifications

• High school diploma or better (preferred).
• Excellent verbal and non-verbal communication skills.
• Ability to work a flexible schedule and fast-paced environment.
• Strong guest service orientation and problem-solving.

Responsibilities

• Answer incoming calls and transfer to appropriate department.
• Process reservations and modify guest reservations.
• Provide directions and information about property and venues.
• Relay guest requests to appropriate staff and enter messages into the PMS.
• Enter guest information and notes into the property management system.
• Assist guests with room changes, amenities, and issue resolution.
• Maintain professional appearance and composure under stress.

Skills

Exceptional guest service

Communication skills

Multitasking

Professional image

Interpersonal skills

Typing proficiency

Stress management

Education

High school diploma or equivalent

Tools

Property management system

Reservations software

Job description

• 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.
• 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.

Preferred

High School or better.

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.