Guest Service Agents - Live Hotel - Full-Time - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

11d•Onsite

About The Position

The Guest Service Agent delivers efficient, accurate, service-focused front desk operations in keeping with the property’s four-star hospitality standards. The role manages guest check-ins, check-outs, reservations, and inquiries while carrying out front-of-house procedures professionally and attentively. Effective communication, prompt resolution of concerns, and accurate financial and operational records support smooth hotel operations and memorable guest experiences. The position involves maintaining detailed knowledge of hotel features, amenities, room types, rates, availability, promotions, daily arrivals and departures, group activities, and departmental procedures. The agent handles guest and reservation information, room assignments, guest accounts, cashiering, reports, and coordination with other hotel departments. It is a union-represented position at a 24/7 casino and hotel; scheduling is governed by the applicable collective bargaining agreement and may involve shift bids or changes based on operational needs and seniority.

Requirements

High school diploma or GED equivalent.
One to three years of previous experience in a hotel or high-end retail environment.
Ability to read and interpret instructions and directions for guests.
Ability to communicate effectively with guests and staff about guest service.
Strong interpersonal and written communication, active listening, scheduling, and problem-solving skills.
Strong attention to detail.
Flexible schedule.
Willingness to maintain confidentiality.
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 pounds; occasionally bend, kneel, and sit; and frequently walk and stand.

Nice To Haves

Retail customer service training is preferred.
A second language is a plus.

Responsibilities

Maintain knowledge of hotel amenities, room types and layouts, rates, availability, promotions, arrivals and departures, scheduled group activities, and departmental policies and procedures.
Maintain the assigned bank, secure funds, and ensure contracted monies are accurate.
Answer department telephone calls promptly using the correct greeting and telephone etiquette.
Promote positive guest relations and provide information in a congenial manner.
Process guest check-ins, confirm reservations, complete walk-in reservations, obtain payment information and identification, assign rooms, collect designated cash, and obtain required signatures and paperwork.
Inform guests about messages, mail, faxes, room safe and minibar key procedures, room keys, parking, valet validation, package services, and amenities.
Arrange bell service and luggage transportation; communicate VIP arrivals and guest information to designated personnel and departments.
Maintain guest history files and set up accurate guest accounts according to each guest’s requirements.
Make reasonable efforts to find alternative accommodations for guests who cannot be accommodated, following established procedures for walking guests.
Accommodate room changes and document guest requests, complaints, or problems promptly; notify the appropriate personnel and follow up within 30 minutes to confirm resolution and guest satisfaction.
Explain voicemail services, record wake-up call requests and deliver them to PBX, block rooms, preregister designated guests, and prepare key packets.
Generate, print, and distribute daily and weekly reports; resolve room-status discrepancies with Housekeeping.
Process check-outs, resolve late or disputed charges, present folios, settle accounts, retrieve room keys, and handle late check-out requests according to procedures.
Conduct group check-ins and check-outs and assist departments and executives with group, inventory, and guest information.
Follow cashiering procedures, including processing vouchers and charges, making change, cashing personal and traveler’s checks, posting charges, settling room accounts, running closing reports, counting and securing the bank, completing cashier reports, balancing and dropping receipts, and documenting information in the log book.
Assist with PBX switchboard duties and reservation calls, including processing, recording, and following up on related details.
Provide concierge service when a Concierge is unavailable, assist in other Front Office areas, and provide guest room tours.
Document maintenance needs on work orders and submit them to the Manager.
Perform other duties as assigned.

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 coverage.
Retirement savings options.
Paid time off.
Tuition reimbursement.
On-site wellness center for Team Members and eligible dependents at the Maryland property.
Training and pathways for career growth.
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.