Bally’s Corporation is hiring: Call Center Representative in Biloxi

Overview

Join to apply for the Call Center Representative role at Bally’s Corporation.

Why Bally’s? Bally’s Corporation is a global casino-entertainment company with a growing omni-channel presence, owning and managing 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and access to OSB licenses in 18 states. The company has expanded internationally with the acquisition of Aspers Casino in Newcastle, UK, and owns Bally’s Interactive International, Bally Bet, and Bally Casino.

Role

Performs a variety of tasks including making reservations, answering and routing phone calls, checking out guests, delivering messages, handling complaints, and disseminating information. The Agent is often the first encounter a guest has with the hotel and is influential in creating the first impression. Must use a reservation script but should not sound scripted.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Ensures calls are answered promptly and in accordance with department standards.
• Answer incoming phone calls and/or transfer to the appropriate department or guest room.
• Respond to inquiries regarding the property (directions, players club, entertainment, hours of operation, etc.).
• Relay guest requests to appropriate staff.
• Enter text messages for guests into the property’s management system and relay messages.
• Follow established emergency procedures and act as a communications link in emergencies.
• Process and/or make reservations, verify availability, quote rates, explain property amenities, and enter reservations for transient, casino and group guests.
• Explain promotions and rewards, and describe Track/Picks/Mix and other property programs.
• Answer fax and email inquiries; confirm and modify reservations.
• Utilize sales techniques to maximize occupancy, rates and revenue.
• Assist guests with requests (room changes, extra amenities, etc.).
• Post charges to guest folios when needed; assist in resolving complaints.
• Email/fax guest credit card or gift card authorizations and guest folios.
• Confirm guest reservations weekly; pre-charge for package reservations.
• Process and submit end-of-shift reports; coordinate with Housekeeping, Guest Services and Facilities when issues arise.
• Review folios with guests for accuracy and perform checkout; adhere to policies and procedures.
• Offer luggage assistance and coordinate guest transportation as needed; make dinner reservations and reserve complimentary concert tickets, gift offers, and casino trips as required.
• Review previous reservations and arrivals for accuracy.

Qualifications

• High school diploma or GED
• Professional and positive image; high energy level
• Proficiency in typing; excellent non-verbal communication skills
• Ability to handle and carry out instructions; tact and professionalism in dealing with people
• Ability to stay composed under stress in a fast-paced environment
• Ability to sit for long periods
• Basic reading and math skills; ability to work a flexible schedule
• Excellent interpersonal and communication skills; ability to communicate clearly with guests
• Ability to understand and promulgate written memos, instructions, and regulations

Training

• All employees must complete mandatory compliance training within 30 days of hire, and annually thereafter.
• Required training includes: Active Shooter Awareness, Cybersecurity Awareness, General Employee Safety, Hazard Communication, Responsible Gaming Awareness, Title 31 Introduction/Overview, Title 31 SAR Incident Reporting Awareness (some courses may be required before reporting to work), PCI Credit Card Fraud Prevention, Sexual Harassment Awareness for Frontline, TRMG Title 26 & Form 8300 for Non-Casino Departments.

Working Conditions

Physical Demands and Environmental Conditions are assessed with typical ratings for standing, walking, sitting, temperature changes, and other factors. Please refer to the original description for full details. Categories indicate the expected effort levels and risks.

What’s In It For You

• Competitive salary with annual performance reviews
• Comprehensive health coverage (medical, dental, vision)
• 401(k) with company match
• Access to perks and childcare discounts

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities. Duties may change at any time with or without notice.

Let Bally’s Bet on You – We can’t wait to meet you!

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Other

Industries

• Gambling Facilities and Casinos