Guest Service Agents -- Live Hotel-Maryland
Live! Casino & Hotel - Maryland -
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.
Compensation : $17.00 / hr
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, décor, 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 from 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
Life at Live!
- 24 / 7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
- You will work in an environment where smoking is allowed.
Perks We Offer You
- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
- Generous retirement savings options are available.
- Free uniforms
- Free parking
- Discounted meals
- Service and Attendance bonuses
- Tuition reimbursement
- Discounts on hotels, theme parks, travel, and more!
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