Reservations Agent
Company: Bally's Corporation
Location: Biloxi
Posted on: May 2, 2024
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Job Description:
DescriptionPerforms a variety of tasks including: making
reservations and answering/routing phone call, check out guests,
delivering messages, handling complaints, disseminating
information. The Agent is often the first encounter a guest has
with hotel guests and is thus very influential in creating the
first impression of the hotel. Must use reservation script, but not
sound scripted.
Principal Duties & 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
reservationsReserve complimentary concert tickets, gift offers, and
casino trips as needed.Reviews previous reservations and arrivals
to check for accuracy.
Knowledge, Skills, and Abilities Required:
High school diploma or GEDMust project a professional and positive
image.High energy level.Proficiency in typing.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.Ability to deal
with people in a manner that shows sensitivity, tact, and
professionalism.Must be able to maintain composure under stress in
a fast pace work environment.Must be able to sit for long periods
of time.Basic reading and math skills.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.
TrainingAll employees are required to complete mandatory compliance
training within thirty (30) days of hire date, then annually
thereafter. Training marked with an asterisk below must be
completed prior to reporting to their respective work area. The
below courses are required for this position:
Active Shooter Awareness TrainingCybersecurity Awareness for the
WorkplaceGeneral Employee Safety TrainingHazard
CommunicationResponsible Gaming Awareness TrainingTitle 31
Introduction and OverviewTitle 31 SAR Incident Reporting Awareness
Training*PCI Credit Card Fraud PreventionSexual Harassment
Awareness for FrontlineTRMG Title 26 & Form 8300 for Non-Casino
Departments *
Working Conditions
Physical Demands How Often Environmental Conditions How
OftenStanding O Extreme Cold RWalking O Extreme Heat RSitting C
Temperature Changes RLifting R Wet RCarrying R Humid RPushing R
Noise OPulling R Vibration RClimbing R Hazards RBalancing R
Atmospheric Conditions RStooping R Cigarette Smoke OKneeling R
Crouching R Crawling R Reaching C Handling C Grasping C Feeling R
Talking C Hearing C Repetitive Motions C Eye/Hand/Foot Coordination
C
C=Constantly (5-8 hours per shift), F=Frequently (2-5 hours per
shift), O=Occasionally (Up to 2 hours per shift), R=Rarely (does
not exist as regular part of job)
Please check the physical strength of the job from the categories
listed below.
_____ Little physical effort__X__ Light work_____ Medium work_____
Heavy work_____ Very heavy workQualifications
Skills
Keywords: Bally's Corporation, Metairie , Reservations Agent, Sales , Biloxi, Louisiana
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