Performs 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.
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.
High school diploma or GED
Must 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.
All 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 Training
Cybersecurity Awareness for the Workplace
General Employee Safety Training
Responsible Gaming Awareness Training
Title 31 Introduction and Overview
Title 31 SAR Incident Reporting Awareness Training*
PCI Credit Card Fraud Prevention
Sexual Harassment Awareness for Frontline
TRMG Title 26 & Form 8300 for Non-Casino Departments *
Physical Demands How Often Environmental Conditions How Often
Standing O Extreme Cold R
Walking O Extreme Heat R
Sitting C Temperature Changes R
Lifting R Wet R
Carrying R Humid R
Pushing R Noise O
Pulling R Vibration R
Climbing R Hazards R
Balancing R Atmospheric Conditions R
Stooping R Cigarette Smoke O
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 work
Hard Rock Hotel & Casino Biloxi features a Hard Rock Casino with over 1,200 slot machines and 52 table games. The Hard Rock Hotel features 479 rooms and 5 suites that overlook the Mississippi’s Gulf shore. The facility features the Soundbar Swim-Up Bar, Outdoor Pool, the Body Rock Gym and the Rock Spa, which offers services such as facials, massages, body wraps and a full-service salon.
Food & beverage venues include Tequila’s on the Gulf, the Half Shell Oyster House, Satisfaction Buffet, Sugar Factory American Brasserie, Ruth’s Chris Steakhouse, Pie Five Pizza Co., Dunkin Donuts, Hard Rock Café, and the Macau Kitchen.
Hard Rock also features eleven bars, two dance clubs, a Sportsbook, a retail shop, three live music venues and a VIP Lounge. Hard Rock Live can accommodate over 2,000 guests for headline entertainment in a 9,000-square foot theater.
Our parent company, Bally’s Corporation is a global casino entertainment company with a growing presence including award-winning casinos and resorts, as well as a broad portfolio of digital sports betting and casino offerings.With approximately 10,500 employees spread in offices around the world, Bally’s Corporation is one of the fastest-growing competitors in our field. Company assets within the United States include 15 casinos, a horse racing track, and access to online sports betting licenses in 18 states. Our casino operations boast an impressive total collection of over 15,000 slot machines, 500 table games, and 5,300 hotel rooms.