Guest Service Agents

Deliver front desk service that supports four-star hospitality standards at a 24/7 casino resort in Hanover, MD.

Responsibilities

• Maintain current knowledge of hotel features including Amenities (hours of operation, group activities, room types, numbers, layout, décor, and locations).
• Maintain current knowledge of hotel features including Pricing (room rates, availability, special packages, and promotions).
• Track daily house count and expected arrivals/departures.
• Know scheduled daily group activities.
• Follow departmental policies and procedures for front and back of house operations.
• Ensure accuracy of assigned bank and contracted monies; keep bank secure at all times.
• Answer department telephone promptly using correct greeting and telephone etiquette.
• Support positive guest relations with congenial, service-focused communication.
• Process guest check-ins according to established hotel requirements.
• Confirm reservations in the system and review all noted information.
• Complete walk-in reservations for guests without a prior room reservation.
• Collect and input guest backup information for credit/payment method; collect cash when designated.
• Assign guest rooms.
• Advise guests of messages, mail, faxes, and other received items.
• Explain room safe and mini-bar key and room key procedures.
• Issue parking passes and validate valet parking tickets; enter information in the computer.
• Communicate services and amenities included in packages to guests.
• For tax-exempt guests, obtain proper identification and attach required documentation to the registration card.
• Collect guest signatures for designated paperwork.
• Arrange bell person service to escort guests and transport 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 guest accounts based on requirements (share with, separate room/tax/incidentals, com).
• Handle reservation accommodation needs by obtaining alternative accommodations when the hotel cannot accommodate guests, following established “walking” procedures.
• Accommodate room changes efficiently.
• Document guest requests, complaints, or problems immediately; notify designated department/personnel for resolution.
• Follow up within 30 minutes to ensure completion and guest satisfaction.
• Provide callers and guests with detailed voicemail system information for message delivery.
• Accept and record wake-up call requests and deliver them to PBX.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Share pertinent guest information with designated departments/personnel (special requests, amenity delivery).
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process check-outs according to established hotel requirements.
• Resolve late charges and present folios to guests to address disputed charges.
• Settle guest accounts per accounting procedures.
• Retrieve guest room keys from guests.
• Handle late check-out requests according to established hotel procedures.
• Perform group check-ins/outs according to established procedures.
• Assist departments/executives with information related to groups, inventory, and guest information.
• Follow cashiering procedures, including:
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Make change for guests.
  • Cash guests’ personal checks and traveler’s checks.
  • Post charges and settle room accounts.
  • Run closing reports, count bank, complete cashier reports, balance receipts, and drop receipts.
  • Secure bank and legibly document pertinent information in the log book.
• Other duties as assigned.
• Support duties:
  • Assist PBX with switchboard duties.
  • Assist with reservation calls, including processing, recording, and following up.
  • 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.

Requirements

• High school diploma or GED equivalent.
• One (1) to three (3) years previous experience in a hotel or in a high and retail environment (required).
• Must comply with all state gaming regulations, which may include obtaining a license.
• Ability to lift, push, pull, and carry up to 20 lbs.
• Occasional bending, kneeling, and sitting.
• Frequent walking and standing.
• Use of stairs and elevators.

Benefits

• Comprehensive group health benefits for full-time and part-time Team Members and 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.

Working Conditions

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• Work in an environment where smoking is allowed.

Skills to Help You Succeed

• Ability to read and interpret instructions and directions for guests.
• Ability to communicate effectively with guests and staff in areas relating to guest service.
• Excellent interpersonal and written communication skills.
• Excellent active listening skills.
• Excellent scheduling skills.
• Problem-solving skills.
• Strong attention to detail.
• Flexible schedule.
• Willingness to maintain confidentiality.
• Second language is a plus.

Location: Hanover, MD (onsite)

Pay: USD 17 - 17 per hourly

Experience: 1 years minimum

Education: High school diploma or GED equivalent