Rep - Call Center Part Time

Bally’s Corporation; Biloxi (MS); On-site; USD 17,000 - 22,000; Full time

Job summary

Bally's Biloxi is seeking a friendly Guest Services Agent to join our front desk team. You will answer calls, assist guests with reservations, rooms, and amenities, and coordinate with housekeeping, food & beverage, and facilities when issues arise.

The role requires strong interpersonal and communication skills, the ability to multi-task, and a professional, high-energy presence. Accurate typing and quick problem solving are essential in a busy casino resort setting.

Qualifications

• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all guests.
• Basic reading and math skills.
• Proficiency in typing.

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 – directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays guest requests to appropriate staff and enters messages into the property management system.
• Follows established emergency procedures and acts as a communications link in emergencies.
• Processes and/or makes reservations, checks availability, quotes rates, explains property amenities, and completes sales.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Posts charges to guest folios when needed.
• Assists guests in resolving complaints.
• Confirms guest reservations weekly and pre-charges for packages.
• Reviews folios for accuracy and assists with checkout.
• Adheres to policies and procedures of the department and property.
• Offers luggage assistance and car arrangement with ticket numbers.
• Make dinner reservations and reserve concert tickets when required.
• Reviews previous reservations for accuracy.
• Maintains a professional and positive image and a high energy level.
• Excellent non-verbal communication skills and eye contact.

Skills

Interpersonal skills

Communication skills

Typing proficiency

Stamina in fast-paced environment

Tools

Property management system

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.

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.
• 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.

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.

About

We're Bally's, and we've always been born to entertain. Since the Ballyverse began way back in 1932, we've been creating engaging experiences everywhere, in a way that’s accessible for everyone. Across Casinos & Resorts, Interactive, and Corporate, from the gaming floor to peoples' phones, we bring the thrill wherever our customers want to play.

About Bally's

But none of it would be possible without our people. Our team of 11,500 diverse minds who love what they do, celebrate each other's wins, and find fun in creating moments that matter. Whether you're energized by guest connection, technical innovation, or both, there's a place for you at Bally's.