Front Office Agent - Swing & Grave Shift

at  Hard Rock Hotel Casino Biloxi

Performs a variety of tasks including: checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. 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.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

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 stand 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.

SKILLS

Preferred

• Teamwork Orientation
• Communication
• Customer/ Client Focus

Enhances the guest experience by providing exceptional service.
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.
Ensures calls are answered promptly and in accordance to department standards.
Follows established emergency procedures and acts as a communications link in emergency situations.
Answers fax and email inquiries.
Confirms and modify reservations.
Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
Greets, registers, assigns rooms, and issues keys to arriving guests.
Assists guests in fulfilling their requests – room changes, extra amenities, etc.
Makes and confirms reservations.
Posts charges to guest folios.
Assists guests in resolving complaints.
Maintains a cash bank, cash checks, issue change.
Receives cash, checks, and credit cards for payment of services.
Processes complimentary transactions with supporting documentation.
Processes and submit end-of-shift reports.
Contacts Housekeeping 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.
Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
Issues all coupons.
Maintains knowledge of current marketing promotions and events.
Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).