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Front Office Representative

2 months ago

Biloxi, Mississippi, United States Bally's Corporation Full time
{"title": "Front Office Agent", "description": "Job Summary

We are seeking a highly skilled and customer-focused Front Office Agent to join our team at Bally\u0027s Corporation. As a Front Office Agent, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience.

Key Responsibilities
  • Check in and check out guests, ensuring a smooth and efficient process.
  • Deliver messages and respond to guest inquiries in a timely and professional manner.
  • Handle guest complaints and resolve issues in a fair and courteous manner.
  • Provide information and assistance to guests, including directions to property amenities and services.
  • Relay guest requests to appropriate staff and ensure prompt follow-up.
  • Enter text messages for guests into the property\u0027s management system.
  • Answer and route calls as needed, ensuring prompt and professional communication.
  • Follow established emergency procedures and act as a communications link in emergency situations.
  • Confirm and modify reservations, ensuring accuracy and attention to detail.
  • Process payments and handle cash, checks, and credit cards for payment of services.
  • Assist guests with resolving complaints and ensuring a positive experience.
  • Maintain a cash bank, cash checks, and issue change as needed.
  • Receives cash, checks, and credit cards for payment of services.
  • Process complimentary transactions with supporting documentation.
  • Submit end-of-shift reports, ensuring accuracy and attention to detail.
  • Contacts Housekeeping and Facilities department when guests report room issues.
  • Reviews folios with guests, ensuring accuracy and attention to detail.
  • Adheres to department and property policies and procedures.
  • Offers luggage assistance and completes thorough bucket checks of all arriving, departing, and in-house reservations.
  • Maintains knowledge of current marketing promotions and events.
  • Sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
Requirements
  • High school diploma or equivalent.
  • Must project a professional and positive image.
  • High energy level.
  • Proficiency in typing.
  • Excellent non-verbal communication skills, including good posture, eye contact, and positive body language.
  • 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-paced 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.
Training

All employees are required to complete mandatory compliance training within thirty (30) days of hire date, then annually thereafter. The following courses are required for this position:

  • Active Shooter Awareness Training.
  • Counterfeit Currency Prevention.
  • 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

The Front Office Agent will work in a fast-paced environment, interacting with guests and colleagues in a professional and courteous manner. The physical demands of this role include:

  • Standing for long periods of time.
  • Walking and moving around the property.
  • Sitting for short periods of time.
  • Lifting and carrying objects up to 25 pounds.
  • Pushing and pulling objects.
  • Reaching and grasping objects.
  • Handling and feeling objects.
  • Talking and hearing.
  • Repetitive motions.
  • Eye/Hand/Foot coordination.

The Front Office Agent will be required to work a flexible schedule, including evenings, weekends, and holidays. The physical strength required for this role is classified as light work.

"}