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Guest Service Agents - Live Hotel

Live! Casino and Hotel Maryland Hanover, MD

Hanover, MD

Today

$17 - $17/hr Full time Customer Service Front Desk Guest Relations

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Job Description

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

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