Guest Service Agents - Live Hotel - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

7d•$17 - $17•Onsite

About The Position

Why We Need Your Talents: As a Front Desk Agent, you’ll be the first point of contact, ensuring smooth check-in and check-out experiences while providing accurate information and exceptional service. From handling reservations and payments to assisting with guest inquiries, your role is essential in creating a welcoming environment and delivering the four-star hospitality experience that defines Live! Casino & Hotel.

Requirements

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.
A high school diploma or GED equivalent.
One (1) to three (3) years previous experience in a hotel or high and retail environment is required.
Must be able to comply with all state gaming regulations, which may include obtaining a license.
Lifting, pushing, pulling and carrying up to 20lbs.
Occasional Bending, kneeling and sitting.
Frequent walking and standing.
Use of stairs and elevators

Nice To Haves

Retail customer service training is preferred.
Second language is a plus.

Responsibilities

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.
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

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
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