Reservations Lead Agent
Company: Bally's Corporation
Location: Biloxi
Posted on: May 7, 2024
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Job Description:
DescriptionManage 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
standardsEstablishes 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
SynxisCompleted 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 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.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).
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.
__X__ Little physical effort_____ Light work_____ Medium work_____
Heavy work_____ Very heavy workQualifications
Skills
Keywords: Bally's Corporation, Pensacola , Reservations Lead Agent, Hospitality & Tourism , Biloxi, Florida
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