Front Office Lead Agent - Grave

Manages day-to-day Front Office operations

• Front Desk, VIP Services, and Concierge - ensuring that exceptional service is performed routinely.

Principal Duties & Responsibilities:

Monitors day-to-day operations to ensuring that the department is meeting goals and objectives, is following policies and procedures and is providing services effectively and efficiently; takes corrective action as appropriate.

Produces and maintain a "kick ass" work environment, one in which Hard Rockers thrive.

Supervises the reservations process, hotel check-in & checkout ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.

Executes the hotel's daily/weekly selling strategy.

Controls the inventory of rooms to maximize occupancy.

Provides support to Front Office staff in the guest problem resolution process.

Monitors the number of calls in cue to minimize the number of abandoned calls.

Monitors the number of vacant/ready rooms available to ensure efficient check-in.

Monitors the current day's casino block on a consistent basis to ensure that the casino has ample number of rooms to accommodate players.

Maintains Front Desk and MOD logs.

Conducts daily pre-shift meetings briefing staff on pertinent information.

Reviews and signs off on Agent's shift work to ensure accuracy and compliance with existing policies and procedures.

Administers department payroll daily.

Produces weekly schedules and coordinates break schedule for Agents.

Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.

Processes required reports each shift.

Observes Agent performance providing timely & effective feedback.

Ensures that Agents are maintaining a proper image in regards to grooming and uniform standards.

Monitors Front Office areas ensuring cleanliness & proper maintenance.

Ensures that Hard Rockers are informed of pertinent information including property/departmental goals and objectives.

Establishes 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.

Produces performance appraisals for direct reporting Hard Rockers.

Adheres to department and property policies and procedures.

Supervises Front Office Agents and Concierges.

Other Duties & Responsibilities:

Upholds the Mission Statement

• To spread the spirit of rock 'n roll by creating authentic experiences that rock.

Represents Hard Rock Biloxi in the most positive manner with guests, co-workers, managers, and vendors.

Lives by the Hard Rock Values!

Maintains knowledge of property information & memorabilia.

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 GED; College degree preferred

Must project a professional and positive image.

High energy level.

Excellent organizational and time management skills, with the ability to set priorities for self and others.

Good judgment and common sense.

Ability to deal with people in a manner which shows sensitivity, tact, and professionalism.

Ability to work a flexible schedule.

Computer literate with knowledge of a variety of software applications including Microsoft Office.

Excellent interpersonal and communication skills (oral & written).

Must be able to communicate clearly and effectively with all Hard Rockers and guests.

Ability to communicate information and ideas clearly, and concisely.

Ability to understand and promulgate written memos, instructions, regulations.

Ability to effectively analyze and solve problems.

Basic knowledge of mathematics, including statistics.

Ability to obtain a Mississippi Gaming badge (work permit).

Working Conditions

Physical Demands How Often Environmental Conditions How Often

Standing C Extreme Cold O

Walking F Extreme Heat O

Sitting F Temperature Changes O

Lifting O Wet R

Carrying O Humid R

Pushing O Noise C

Pulling O Vibration O

Climbing R Hazards O

Balancing R Atmospheric Conditions R

Stooping O Cigarette Smoke C

Kneeling O

Crouching O

Crawling R

Reaching O

Handling O

Grasping O

Feeling O

Talking C

Hearing C

Repetitive Motions C

Eye/Hand/Foot Coordination O

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.

_____ Little physical effort

_____ Light work

X__ Medium work

_____ Heavy work

_____ Very heavy work