Guest Service Agents - Live Hotel - Part-Time

Live! Casino and Hotel Maryland is hiring a Part-Time Guest Service Agent to support efficient front desk operations at the Hanover, MD property. In this role, you will help deliver four-star hospitality standards through guest check-ins, check-outs, reservations support, and timely responses to guest needs.

Role overview

• Maintain complete knowledge of hotel features, including amenities hours of operation, group activities, room types, room numbers, layout, décor, and locations.
• Stay current on pricing and availability, including room rates, special packages, and promotions.
• Keep track of daily house counts and expected arrivals and departures.
• Support scheduled daily group activities through accurate information and coordination.
• Follow departmental policies and procedures for both front and back of house operations.

Guest service and front desk operations

• Answer the department telephone promptly using the correct greeting and telephone etiquette.
• Process guest check-ins according to established hotel requirements, including confirming reservations in the system and reviewing noted details.
• Create walk-in reservations for guests with no prior room reserved.
• Collect and input backup credit or payment information into the system, and collect cash when designated.
• Assign guest rooms and advise guests of relevant messages, mail, or faxes received for them.
• Explain room key, room safe, and mini-bar key procedures to guests.
• Issue parking passes and validate valet parking tickets, entering information in the computer.
• Communicate services and amenities included in packages to guests purchasing those offers.
• Support tax-exempt registrations by obtaining proper identification and attaching required documents to the registration card.
• Collect guest signatures for designated paperwork.
• Coordinate bell service to escort guests and transport luggage to guest rooms.
• Maintain guest history files and communicate VIP arrivals to designated personnel for escort and amenity delivery.
• Set up guest accounts accurately based on requirements such as shared with, separate room/tax/incidentals, and other account needs.
• Make a concentrated effort to secure alternative accommodations when reservations cannot be honored, following “walking” procedures.
• Handle room changes expeditiously.
• Document guest requests, complaints, or problems immediately, notify the appropriate department or personnel, and follow up within 30 minutes to support resolution and satisfaction.
• Provide callers and guests with detailed information on the voicemail system, and assist with accepting and recording wake-up calls routed to PBX.
• Block rooms in the computer and complete required related tasks.
• Pre-register designated guests and prepare key packets.
• Share pertinent guest information with designated departments or personnel, such as special requests and amenity delivery.
• Generate, print, and distribute daily and weekly reports; resolve discrepancies on room status reports with Housekeeping.

Check-outs, cashiering, and closing tasks

• Process check-outs according to established hotel requirements, including resolving late charges and preparing the correct final folio.
• Present the folio to the guest and resolve any disputed charges.
• Settle guest accounts following accounting procedures.
• Retrieve guest room keys from guests.
• Handle late check-out requests per established hotel procedures.
• Support group check-ins and check-outs according to established procedures.
• Follow cashiering processes, including processing adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Make change for guests; cash personal checks and traveler’s checks as required.
• Post charges, settle room accounts, run closing reports, and complete cashier reports.
• Balance receipts, drop receipts, secure the bank, and count the bank at the end of the shift.
• Legibly document pertinent information in the log book.

Additional duties and tools

• Assist PBX with switchboard duties.
• Support reservation calls by processing, recording, and following up on call details.
• Provide Concierge service when no Concierge is available.
• Assist other Front Office areas as assigned, including providing guest room tours and documenting maintenance needs on work orders for the Manager.

Qualifications

• High school diploma or GED equivalent.
• One (1) to three (3) years of 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.
• Ability to lift, push, pull, and carry up to 20 lbs.
• Occasional bending, kneeling, and sitting; frequent walking and standing.
• Ability to use stairs and elevators.
• Ability to read and interpret instructions and directions for guests.
• Ability to communicate effectively with guests and staff relating to guest service.
• Excellent interpersonal and written communication skills.
• Excellent active listening skills.
• Excellent scheduling and problem-solving skills.
• Strong attention to detail, flexible schedule, and willingness to maintain confidentiality.
• Second language is a plus.

Required technologies

• Computer
• PBX
• Voicemail system

Pay and location

• Location: Hanover, MD (onsite)
• Pay: $17.00 per hour
• Job type: Part time
• Minimum experience: 1 year

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 and Discretionary Service Bonuses.
• Free parking.
• Free food and discounted meals.
• Live! Hotel, Food & Beverage, and Entertainment Discounts.

Working conditions

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

Scheduling and union notice

• Team Members are encouraged to share preferred shift availability, and scheduling will strive to accommodate individual scheduling preferences.
• This is a union-represented position, and scheduling is governed by the applicable collective bargaining agreement.
• Team Members may be required to participate in shift bids, and shift assignments may change based on operational requirements and Team Member seniority.