Reservations Agent

Why Ballys

Ballys Corporation is a global casinoentertainment company with a growing omnichannel presence currently owning and managing 15 casinos across 10 states a golf course in New York a horse racetrack in Colorado and having access to OSB licenses in 18 states. The recent acquisition of Aspers Casino in Newcastle UK further expands its international footprint and enhances its diverse entertainment offerings. It also owns Ballys Interactive International formerly Gamesys Group a leading global interactive gaming operator Bally Bet a firstinclass sports betting platform and Bally Casino a growing iCasino platform.

Role:

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.

Responsibilities:

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 propertys 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.
Precharge guest for package reservations.
Processes and submit endofshift 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.

Qualifications:

High school diploma or GED
Must project a professional and positive image.
High energy level.
Proficiency in typing.
Excellent nonverbal 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.

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 NonCasino 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

CConstantly 58 hours per shift) FFrequently 25 hours per shift) OOccasionally (Up to 2 hours per shift) RRarely (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

Whats in it for you:

• Competitive Salary with annual performance reviews
• Comprehensive health coverage plan that includes medical dental and vision
• 401(K)/ Company Match
• Access Perks and Childcare discounts

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Let Ballys Bet on You We cant wait to meet you!

Required Experience:

Unclear Seniority