Reservations & Guest Experience Supervisor

Bally's Corporation; Biloxi (MS); On-site; USD 42,000 - 66,000; Full time

Job summary

Hard Rock Biloxi seeks a Reservations Lead Agent to oversee the reservations process and PBX operations, ensuring quick, courteous, and effective guest service. You will monitor room inventory, execute daily sell strategies, and support staff across scheduling, payroll, and communications.

This role emphasizes maintaining a professional image, high energy, and strong problem-solving skills to resolve guest issues and enhance satisfaction in a fast-paced hotel environment.

Qualifications

• Must project a professional and positive image.
• Highly energetic and capable of fast-paced work.
• Excellent written and verbal communication required.

Responsibilities

• Supervise reservations and PBX Agents to ensure courteous service.
• Manage daily reservations workflow and Synxis accuracy.
• Provide support in guest problem resolution and monitoring call queues.
• Lead shift operations and assist with scheduling, payroll, and breaks.
• Monitor room inventory, occupancy goals, and sell strategy execution.
• Brief staff on pertinent information and maintain grooming/uniform standards.
• Collaborate with departments to maximize guest satisfaction and revenue.

Skills

Professional image

High energy

Typing proficiency

Excellent communication

Customer service focus

Stand for long periods

Job description

Hard Rock Biloxi seeks a Reservations Lead Agent to oversee the reservations process and PBX operations, ensuring quick, courteous, and effective guest service. You will monitor room inventory, execute daily sell strategies, and support staff across scheduling, payroll, and communications.

This role emphasizes maintaining a professional image, high energy, and strong problem-solving skills to resolve guest issues and enhance satisfaction in a fast-paced hotel environment.