Guest Service Agents - Live Hotel - Maryland
About The Position
The Guest Service Agent is responsible for delivering efficient, accurate, and service‑focused front desk operations that uphold the property’s four‑star hospitality standards. This role plays a critical part in managing check‑ins, check‑outs, reservations, and guest inquiries while ensuring all front‑of‑house procedures are executed with professionalism and attention to detail. Your ability to communicate effectively, resolve concerns promptly, and maintain precise financial and operational records directly supports the smooth operation of the hotel. By providing a welcoming presence and consistently delivering exceptional service, you help create memorable guest experiences and reinforce the high service standards of Live! Casino & Hotel.
Requirements
- A high school diploma or GED equivalent.
- One (1) to three (3) years previous experience in a hotel or high and retail environment is required.
- Must be able to comply with all state gaming regulations, which may include obtaining a license.
- Lifting, pushing, pulling and carrying up to 20lbs.
- Occasional Bending, kneeling and sitting.
- Frequent walking and standing.
- Use of stairs and elevators.
Nice To Haves
- Retail customer service training is preferred.
- Second language is a plus.
Responsibilities
- Maintain complete knowledge of hotel features, amenities, pricing, daily house count and expected arrivals/departures, scheduled daily group activities, and departmental policies and procedures.
- Accuracy of assigned bank and ensure contracted monies. Keep bank secure at all times.
- Promptly answer department telephone using correct greeting and telephone etiquette.
- Promote positive guest relations for information in a congenial manner.
- Process all guest check-ins according to established hotel requirements, including confirming reservations, completing walk-in reservations, obtaining payment information, assigning rooms, advising guests of messages, informing guests of room safe and mini-bar key and room key procedures, issuing parking passes, communicating package services, obtaining identification for tax-exempt guests, obtaining guest signature, obtaining a bell person, maintaining guest history files, communicating VIP arrivals, setting up accurate accounts, accommodating room changes, documenting and resolving guest requests/complaints, offering voicemail information, accepting wake-up call requests, blocking rooms, pre-registering guests, and communicating pertinent guest information.
- Process all check-outs according to established hotel requirements, including resolving late charges, presenting folios, settling accounts, retrieving room keys, handling late check-out requests, conducting group check-ins/outs, and assisting departments with information.
- Adhere to all cashiering procedures, including processing adjustment vouchers, making change, cashing checks, posting charges, settling room accounts, running closing reports, counting bank, completing cashier reports, balancing receipts, dropping receipts, securing bank, and documenting information in the log book.
- Assist PBX with switchboard duties.
- Assist with reservation calls, including processing, recording, and following up on details.
- Provide Concierge service when no Concierge is available.
- Assist in other Front Office areas as assigned.
- Provide guest room tours.
- Document maintenance needs on work orders and submit to the Manager.
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
- Discretionary Service Bonuses
- Free parking
- Free food and discounted meals
- Live! Hotel, Food & Beverage, and Entertainment Discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
