Guest Service Agents - Live Hotel

Live! Casino and Hotel Maryland is seeking Guest Service Agents to support efficient front desk operations and guest satisfaction at an onsite property in Hanover, MD.

Responsibilities

• Maintain complete knowledge of hotel features, including amenities (hours of operation, group activities, room types, numbers, layout, décor, and locations).
• Maintain complete knowledge of hotel features, including pricing (room rates, hotel availability, special packages, and promotions).
• Stay current on the daily house count and expected arrivals and departures.
• Know the scheduled daily group activities.
• Follow departmental policies and procedures for both front and back of house operations.
• Accurately manage the assigned bank, ensure contracted monies are accounted for, and keep the bank secure at all times.
• Answer department telephone promptly using correct greeting and telephone etiquette.
• Provide positive guest relations by communicating information in a congenial manner.
• Process guest check-ins per established hotel requirements, including:
  • Confirm reservation in the system and review all noted information.
  • Complete a “walk-in” reservation for guests without a prior room reserved.
  • Obtain backup information for credit/payment method, enter into the system, and collect cash when designated.
  • Assign guest rooms.
  • Advise guests of messages, mail, and faxes received.
  • Explain room safe and mini-bar key procedures and room key procedures.
  • Issue parking passes and validate valet parking tickets, including entering information in the computer.
  • Communicate services and amenities included in packages.
  • Collect proper identification for tax-exempt guests and attach documentation to the registration card.
  • Obtain guest signatures for designated paperwork.
  • Coordinate bell person escort services and luggage transportation to the room.
• Maintain guest history files for all guests.
• Communicate VIP arrivals to designated personnel for escort and amenity delivery.
• Set up guest accounts according to guest requirements (for example: share with, separate room/tax/incidentals, com).
• Use established “walking” procedures to obtain satisfactory alternative accommodations when the hotel cannot accommodate reserved guests.
• Accommodate room changes expediently.
• Document guest requests, complaints, or problems immediately and notify designated department/personnel for resolution.
• Follow up within 30 minutes to confirm completion and guest satisfaction.
• Provide detailed voicemail system information for callers and guests wishing to leave messages.
• Accept and record wake-up call requests and deliver details to PBX.
• Block rooms in the computer and follow designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (such as special requests and amenity delivery).
• Generate, print, and distribute daily and weekly reports.
• Resolve room status report discrepancies with Housekeeping.
• Process check-outs per established requirements, including:
  • Resolve late charges.
  • Present folio to the guest and resolve any disputed charges.
  • Settle guest accounts following accounting procedures.
  • Retrieve guest room keys from the guest.
  • Handle requests for late check-outs per established hotel procedures.
  • Conduct group check-ins/outs per established hotel procedures.
  • Assist departments and executives with information needed regarding groups, inventory, and guest information.
• Adhere to cashiering procedures, including:
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Make change for guests.
  • Cash personal checks and traveler’s checks from guests.
  • Post charges and settle room accounts.
  • Run closing reports, count the bank end of shift, complete cashier reports, balance receipts, and drop receipts.
  • Secure the bank.
  • Legibly document pertinent information in the log book.
• Other duties as assigned.
• Assist PBX with switchboard duties and assist with reservation calls (process, record, and follow up, including details related to reservation activity).
• 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.
• 1 to 3 years of previous experience in a hotel or in a high and retail environment.
• Retail customer service training is preferred.
• Ability to comply with all state gaming regulations, which may include obtaining a license.
• Lifting, pushing, pulling, and carrying up to 20 lbs.
• Occasional bending, kneeling, and sitting.
• Frequent walking and standing.
• Use of stairs and elevators.

Technologies

• Computer
• PBX
• Voicemail system

Benefits

• Comprehensive group health benefits for full-time and part-time Team Members and eligible dependents.
• Free Basic Life Insurance.
• Free Short Term and 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 and 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 related 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)

Salary: USD 17 - 17 per hourly