Welcome page Log In Guest Service Agents - Full Time-Live Hotel-Maryland ID 2024-8261 Division Hotel Department Live Hotel Front Desk Employee Type Full-Time Non-Exempt City Hanover 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 chargesPresent folio to guest and resolve any disputed chargesSettle guest accounts following accounting proceduresRetrieve guest room key from the guestHandle requests for late check-outs according to established hotel proceduresConduct group check-ins/outs according to established hotel proceduresAssist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest informationAdhere to all cashiering procedures as listed below:Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous chargesMake a change for guestsCash guests' personal checks/traveler’s checksPost ChargesSettle room accountsRun closing reportsCount bank at the end of their shiftComplete designated cashier reportsBalance receiptsDrop receiptsSecure bankLegibly document pertinent information in the log bookOther duties as assigned.

Support Duties:

Assist PBX with switchboard dutiesAssist with reservation calls. Process, record and follow up and details relative to suchProvide Concierge service when no Concierge is availableAssist in other Front Office areas as assignedProvide guest room toursLegibly 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-solvingStrong 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 dependentsGenerous retirement savings options are available. Free uniformsFree parkingDiscounted mealsService and Attendance bonusesTuition reimbursementDiscounts on hotels, theme parks, travel, and more!