Guest Service Agent - Live! Hotel - Philadelphia

Live! Casino and Hotel Philadelphia•Philadelphia, PA

1d•Onsite

About The Position

The Guest Service Agent will be responsible for checking in and out hotel guests courteously and efficiently, processing all payments according to established hotel requirements, and providing information to any guest or visitor inquiry. This role is part of the overall Front Office team, ensuring a seamless experience for the guest.

Requirements

Able to read and interpret instructions and direction for guest.
Able to communicate without impediment with guests and staff in all areas relating to guest service.
A high school diploma or GED equivalent.
One (1) to three (3) years previous experience in a hotel or high end retail environment is required.
Must be able to comply with all state gaming regulations, which may include obtaining a license.

Nice To Haves

Retail customer service training would be a plus.

Responsibilities

Maintain complete knowledge of hotel features, services, hours of operation, room types, rates, promotions, daily house count, expected arrivals/departures, room availability, and scheduled group activities.
Maintain and comply with all hotel and departmental policies and procedures.
Obtain assigned bank and ensure accuracy of contracted monies, keeping the bank secure.
Answer department telephone within 3 rings using correct greeting and telephone etiquette.
Promote positive guest relations by providing information in a congenial manner.
Process all guest check-ins, including confirming reservations, completing walk-in reservations, obtaining payment information, assigning rooms, advising guests of messages, informing guests of room safe and mini bar procedures, issuing parking passes, communicating package services, obtaining guest identification for tax-exempt guests, obtaining guest signatures, and arranging for bell persons.
Maintain guest history files.
Communicate VIP arrivals to designated personnel.
Set up accurate accounts for each guest checking in.
Accommodate room changes and handle guest requests, complaints, or problems by documenting and notifying the appropriate personnel, and following up within 30 minutes.
Offer detailed information on the voicemail system.
Accept and record wake-up call requests.
Block rooms in the computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Process all check-outs, including resolving late charges, presenting folios, settling accounts, retrieving room keys, and handling late check-out requests.
Conduct group check-ins/outs.
Assist departments/executives with group, inventory, and guest information.
Adhere to all cashiering procedures, including processing adjustments, making change, cashing checks, posting charges, settling room accounts, running closing reports, counting banks, completing cashier reports, balancing receipts, dropping receipts, and securing the bank.
Legibly document pertinent information in the log book.
Assist PBX with switchboard duties.
Assist with reservation calls.
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.

Benefits

Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Retirement Savings with Company Match
Generous Bonus Structure
Annual Merit/Goal Based Pay Increases
Leadership Skills Development & Mentorship Programs
Tuition Reimbursement
Free parking
Free food and discounted meals
Exclusive Discounts on Travel, Services, Goods and Entertainment