Rep - Call Center Full Time

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

• 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.