Guest Service Agents - Part-Time-Live 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 end 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!

Salary : $17