Reservation & Guest Experience Lead

Bally's Interactive; Biloxi (MS); On-site; USD 17,000 - 25,000; Full time

Job summary

Hard Rock Biloxi is seeking a Reservation Lead Agent to supervise the reservations and PBX teams, ensuring quick, courteous, and effective service to guests. You will input all 3rd party bookings, monitor queues, and assist with scheduling, payroll, and performance feedback.

In this role you will uphold grooming and image standards, coordinate with other departments, and help execute the property's daily sell strategy while maintaining high guest satisfaction and efficient operations.

Qualifications

• Monitors day-to-day operations to ensure goals are met and policies followed.
• Supervises reservations process to deliver quick, courteous service.
• Inputs all 3rd party reservations in Synxis accurately.
• Mentors agents and provides timely feedback on performance.

Responsibilities

• Maintains occupancy by reviewing room inventory and selling strategy.
• Monitors call queue and minimizes abandoned calls.
• Collaborates with departments to maximize guest satisfaction and revenue.

Skills

Customer service

Reservations management

Team leadership

Communication skills

Typing speed

Problem solving

Tools

Synxis

Job description

Hard Rock Biloxi is seeking a Reservation Lead Agent to supervise the reservations and PBX teams, ensuring quick, courteous, and effective service to guests. You will input all 3rd party bookings, monitor queues, and assist with scheduling, payroll, and performance feedback.

In this role you will uphold grooming and image standards, coordinate with other departments, and help execute the property's daily sell strategy while maintaining high guest satisfaction and efficient operations.