Guest Service Agents - Live Hotel

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.

Where You'll Make an Impact:

Maintain complete knowledge of the following:

• Hotel features:
• Amenities Hours of operation, group activities, Room types, numbers, layout, decor, 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/travelers 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.

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

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!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.