Performs a variety of tasks including: answering phone calls, making reservations, check-in, checkout, resolving complaints and disseminating information. The Agent is often the first encounter a guest has in the Spa and is thus very influential in creating a first impression.

Principal Duties & Responsibilities:

Enhances the guest experience by providing exceptional service.
Greets all guests entering spa.
Answers incoming phone calls, routing as necessary.
Responds to inquiries regarding facility.
Processes reservation calls; checking availability; quoting rates; detailing service; closing sales and entering reservations into the spa system.
Confirms and modifies appointments (reservations).
Ensures that proper sales techniques and strategies are utilized to maximize number of bookings and revenue.
Posts charges to guest folios.
Assists guests in resolving complaints.
Maintains cash bank; receive cash, checks, and credit cards for payment of services.
Processes complimentary transactions with supporting documentation.
Promotes retail sales.
Maintains guest records.
Processes and submits end-of-shift reports.
Monitors spa area for cleanliness.
Adheres to department and property policies and procedures.
Provides tours through the facility disseminating information pertaining to product & services available.
Keeps service area stocked, cleaned, and sanitized. Re-stocks towels and supplies.
Monitors for cleanliness and safety spa reception, lounge and wet areas; cleaning as necessary.
Escorts guests to lounge, treatment rooms, and wet areas.
Maintains equipment and uses proper amounts of product to assist with cost controls
Keeps service area stocked, cleaned, and sanitized.
Knows and understands all services and products while educating and training guests in these areas.
Performs prep work and properly cleans and restocks work area as required.
Communicates to management any and all occurrences involving staff or guests in the spa or salon that require attention.
Maintains a positive attitude and contributes toward a quality work environment
Attends, participates in and supports training and staff meetings for the spa
Speaks positively when talking with guests and co-workers
Performs other functions as necessary or as assigned by management.

Other Duties & Responsibilities:

Upholds the Mission Statement - We create 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
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.
High energy level.
Excellent interpersonal skills.
Ability to effectively sell spa & salon products and services.
Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
Ability to work a flexible schedule.
Ability to handle and carry out instructions.
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.
Maintain knowledge of property information, including memorabilia.

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
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

Physical Demands How Often Environmental Conditions How Often
Standing C Extreme Cold R
Walking F Extreme Heat R
Sitting R Temperature Changes R
Lifting O Wet O
Carrying O Humid R
Pushing R Noise O
Pulling R Vibration R
Climbing R Hazards R
Balancing R Atmospheric Conditions R
Stooping R Cigarette Smoke R
Kneeling O
Crouching R
Crawling R
Reaching O
Handling O
Grasping O
Feeling O
Talking C
Hearing C
Repetitive Motions C
Eye/Hand/Foot Coordination F

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