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Guest Service Agents - Live Hotel

Guest Service Agents - Live Hotel

Live! Casino & HotelElkridge, MD, US
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Job Title

Min Compensation : USD $17.00 / Hr.

Max Compensation : USD $17.00 / Hr.

Overview

Why We Need Your Talents :

Check-in / check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four-star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to ensure a seamless experience for the guest.

Responsibilities

Where You'll Make an Impact :

Maintain complete knowledge of the following :

  • Hotel features :
  • Amenities Hours of operation, group activities, room types, numbers, layout, dcor, and locations.
  • Pricing - Room rates, hotel availability, special packages, and promotions.
  • Daily house count and expected arrivals / departures.
  • Scheduled daily group activities.
  • Departmental policies and procedures including front and back of house operations.
  • Accuracy of assigned bank and ensure contracted monies. Keep bank secure at all times.
  • Promptly answer department telephone using correct greeting and telephone etiquette.
  • Promote positive guest relations for information in a congenial manner.

Process all guest check-ins according to established hotel requirements :

  • Confirm reservation in the system and review all noted information.
  • Complete a "walk-in" reservation for guests with no prior room reserved.
  • Obtain backup information for guest credit / payment method and input into system; collect cash when designated.
  • Assign guest room.
  • Advise guest of any messages, mail, faxes, etc. that was received for them.
  • Inform guest of the room safe and mini-bar key and room key procedures.
  • Issue parking passes / validate valet parking tickets and enter information in the computer.
  • Communicate services and amenities included in packages to guests on packages.
  • Obtain proper identification for tax-exempt guests and attach form to the registration card.
  • Obtain guest signature for designated paperwork.
  • Obtain a bell person to escort guests and transport their luggage to the room.
  • Maintain guest history files for all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room / tax / incidentals, com).
  • Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for "walking" guests.
  • Accommodate room changes expediently.
  • Document all guest requests, complaints or problems immediately and notify designated department / personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction.
  • Offer detailed information on the voicemail system to callers and guests wishing to leave a message.
  • Accept and record wake-up call requests; deliver to PBX.
  • Block rooms in the computer and follow through on designated requirements.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments / personnel (i.e.. Special requests, amenity delivery).
  • Generate, print, and distribute daily and weekly reports.
  • Resolve discrepancies on the room status report with Housekeeping.

    • Process all check-outs according to established hotel requirements listed :

  • Resolve any late charges
  • Present folio to guest and resolve any disputed charges
  • Settle guest accounts following accounting procedures
  • Retrieve guest room key from the guest
  • Handle requests for late check-outs according to established hotel procedures
  • Conduct group check-ins / outs according to established hotel procedures
  • Assist all departments / executives in obtaining appropriate information regarding groups, inventory, and guest information
  • Adhere to all cashiering procedures as listed below :
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
  • Make a change for guests
  • Cash guests' personal checks / traveler's checks
  • Post charges
  • Settle room accounts
  • Run closing reports
  • Count bank at the end of their shift
  • Complete designated cashier reports
  • Balance receipts
  • Drop receipts
  • Secure bank
  • Legibly document pertinent information in the log book
  • Other duties as assigned.

    • Support Duties :

  • Assist PBX with switchboard duties
  • Assist with reservation calls. Process, record and follow up and details relative to such
  • Provide Concierge service when no Concierge is available
  • Assist in other Front Office areas as assigned
  • Provide guest room tours
  • Legibly document maintenance needs on work orders and submit to the Manager

    • Skills to Help You Succeed :

  • Ablity to :

    • Read and interpret instructions and directions for guests.

  • Effectively communicate with guests and staff in all areas relating to guest service.
  • Excellent skills in :

    • Interpersonal and written communication.

  • Active listening.
  • Scheduling.
  • Problem-solving
  • Strong attention to detail.
  • Flexible schedule.
  • Willingness to maintain confidentiality.
  • Second language is a plus.

    • Qualifications

    Must-Haves :

  • Education : A high school diploma or GED equivalent.
  • Experience : One (1) to three (3) years previous experience in a hotel or high and retail environment is required.
  • Retail customer service training is preferred.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.

    • Physical Requirements :

  • Lifting, pushing, pulling and carrying up to 20lbs.
  • Occasional bending, kneeling and sitting.
  • Frequent walking and standing.
  • Use of stairs and elevators

    • What We Offer

    Perks We Offer You

  • Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include :
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
  • On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
  • Training and pathways for career growth
  • Robust Rewards & Recognition Programs
  • Annual Merit Based Pay Increases
  • Discretionary Performance Bonuses
  • Discretionary Service Bonuses
  • Free parking
  • Free food and discounted meals
  • Live! Hotel, Food & Beverage, and Entertainment Discounts

    • Life at Live!

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