Photo of Hard Rock Hotel & Casino Biloxi, Biloxi, MS

Reservations Lead Agent

Hard Rock Hotel & Casino Biloxi

777 Beach Blvd.
Biloxi, MS 39530

Casino & Hotel
Managed By Bally’s Corporation
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Full-Time

Description

Manage day-to-day Reservation and PBX operations. Ensure exceptional service is being provided to all internal and external guests. Leads department when Manager and Assistant Manager are not present. Assist guests and agents at all times.

Principal Duties & Responsibilities

Monitors day-today operations to ensure the department is meeting goals and objectives. Following policies and procedures and is providing services effectively and efficiently. Take corrective action as appropriate.

Produces and maintain a “kick ass” work environment, one in which Hard Rockers thrive.

Supervises the reservations process, ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.

Executes the hotel’s daily, weekly sell strategy.

Monitors all internet channels when assistant manager and manager are not present.

Verify suites and handicap rooms are assigned daily.

Checks 3rd party reservations. Confirms and charges when needed.

Provides support to Reservation/PBX staff in the guest problem resolution process.

Monitors the number of calls in cue to minimize the number of abandoned calls.

Briefs staff on pertinent information.

May assist with scheduling and coordinates break schedule for Agents.

Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.

Observes Agent performance providing timely & effective feedback.

Ensures that Agents are maintaining a proper image in regards to grooming and uniform standards

Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale and guest service.

Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Acknowledges high achieving Hard Rockers.

Displays fair treatment with respect to disciplinary action and produce documentation as necessary.

Resolves guest & Hard Rocker issues/disputes.

Develops, implements, and participates in various committees addressing guest/Hard Rocker issues.

Mentors Agents assisting in their professional development and growth.

Assists with performance appraisals for direct reporting Hard Rockers.

Adheres to department and property policies and procedures.

Supervises Reservation and PBX Agents.

Verify reservations and cancellation in Synxis

Completed MOD log and 5-day out availability report at the end of each shift.

Assume same job description as Reservation Agent.

Processes gift cards and credit card authorization forms.

Maintains service sequence weekly and guest service initiative quarterly.

Assists with training new agents when needed.

Knowledge, Skills, And Abilities Required

A. Knowledge: The level of education, experience, and training an individual must have at minimum to be considered qualified for the position.

B. Skills: Specific skills such as computer usage, communication, 10-key touch, etc.

C. Abilities: The physical components of the job and how the physical aspect is accomplished. Does the position require LIFTING 50 pounds, or does it require one to MOVE 50 pounds. Can the 50 pounds be moved using a dolly or cart? (Examples: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, handling, fingering, feeling, talking, hearing, tasting, smelling, color vision, etc.)

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.

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.

Ability to obtain a Mississippi Gaming badge (work permit).

Training

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

Hazard Communication

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 *

Working Conditions

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

Kneeling 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.

__X__ Little physical effort

_____ Light work

_____ Medium work

_____ Heavy work

_____ Very heavy work

Posted February 13, 2024

Hard Rock Hotel & Casino Biloxi

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.