Hotel Guest Service Agent

Live! Casino & Hotel Louisiana is looking for a guest-focused Hotel Guest Service Agent to help keep the experience clean, safe, fast, friendly, and fun. You will support a positive, can-do attitude while delivering a high level of guest service, from arrival to departure and throughout every request along the way.

What you’ll do

• Maintain up-to-date knowledge of hotel features and services, including hours of operation
• Stay current on room types, room numbers and layout, décor, appointments, and locations
• Know room rates, special packages, and promotions, along with daily house count and expected arrivals/departures
• Monitor room availability status and remain informed about scheduled daily group activities
• Follow all hotel and departmental policies and procedures, including front and back of house operations
• Secure and manage an assigned bank, ensuring accuracy of contracted monies and keeping the bank secure at all times
• Answer the department phone within 3 rings using correct greeting and telephone etiquette
• Provide information to guests in a congenial manner and promote positive guest relations
• Handle guest check-ins by confirming reservations, reviewing notes, completing walk-in reservations when needed, and collecting required credit/payment information
• Assign guest rooms, advise guests of any messages or deliveries, and explain room safe and mini bar key and room key procedures
• Issue parking passes, validate valet parking tickets, and enter information into the computer
• Support package guests by communicating services and amenities included
• Collect identification for tax exempt guests and attach it to the registration card, and obtain guest signatures for designated paperwork
• Coordinate bell service and assist with escorting luggage to the room
• Maintain guest history files and communicate VIP arrivals to designated personnel for escort and amenity delivery
• Set up accurate accounts per guest requirements and assist with walking procedures when the hotel cannot accommodate reservations
• Accommodate room changes expediently
• Document guest requests, complaints, or problems immediately, notify designated personnel, and follow up within 30 minutes to support resolution and guest satisfaction
• Provide detailed voicemail system information, accept wake-up call requests, and deliver requests to PBX
• Block rooms in the computer and pre-register designated guests, preparing key packets
• Communicate pertinent guest information to designated departments and personnel
• Generate, print, and distribute daily and weekly reports
• Resolve room status report discrepancies with Housekeeping
• Complete check-outs in line with hotel requirements, including late charge resolution, folio presentation, dispute resolution, account settlement, key retrieval, and late check-out requests
• Handle group check-ins and group check-outs according to hotel procedures
• Assist other departments and executives with group information, inventory, and guest details
• Support cashiering tasks including adjustment vouchers, paid-outs, miscellaneous charges, making change for guests, cashing checks/travelers checks, posting charges, running closing reports, counting and securing the bank, completing cashier reports, balancing receipts, dropping receipts, and maintaining log book documentation
• Assist with reservation calls and provide Concierge service when no Concierge is available
• Help with other Front Office areas as assigned, including providing guest room tours
• Document maintenance needs on work orders and submit them to the Manager

What we’re looking for

• High School education or equivalent
• Must be 21 years or older
• Previous experience in a hotel or high-end retail environment desired
• Must be able to work in an environment with exposure to alcohol and smoking
• Ability to obtain and maintain licensure as required by the Louisiana Gaming Control Board or other applicable regulatory entities, as well as as required by Live’s operating standards
• Ability to read and interpret instructions and direction for guests
• Ability to communicate without impediment with guests and staff across guest service areas

Tools you’ll use

• Computer and hotel system
• PBX

Physical requirements

• Lifting up to 20 lbs
• Pushing/Pulling up to 20 lbs
• Carrying up to 20 lbs
• Some bending/kneeling
• Frequent walking
• Frequent standing
• Some sitting
• Climbing steps