Guest Service Agent - Live! Hotel - Philadelphia

Hotel • Philadelphia, PA

3d • Onsite

About The Position

The Guest Service Agent is responsible for checking in and out hotel guests courteously and efficiently, processing all payments, and providing information to guests and visitors. This role is part of the Front Office team, ensuring a seamless guest experience. The position requires maintaining knowledge of hotel features, services, room types, rates, and daily operations, as well as adhering to all hotel and departmental policies and procedures. The agent will manage a bank, handle guest inquiries, process check-ins and check-outs, manage guest accounts, and resolve any discrepancies or issues that arise.

Requirements

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

Nice To Haves

• Retail customer service training.

Responsibilities

• Maintain complete knowledge of hotel features/services, hours of operation, room types, room rates, special packages, promotions, daily house count, expected arrivals/departures, and room availability.
• Maintain knowledge 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 according to established hotel requirements, including confirming reservations, completing walk-in reservations, obtaining payment information, assigning rooms, and advising guests of messages or mail.
• Inform guests of room safe, mini bar, and key procedures.
• Issue parking passes/validate valet parking tickets and enter information in the computer.
• Communicate services and amenities included in packages to guests.
• Obtain proper identification for tax-exempt guests and attach it to the registration card.
• Obtain guest signature for designated paperwork.
• Coordinate with bell persons to escort guests and transport their luggage.
• Maintain guest history files.
• Communicate VIP arrivals to designated personnel for escort and amenity delivery.
• Set up accurate accounts for each guest checking in according to their requirements.
• Extend efforts to obtain satisfactory alternative accommodations for guests when the hotel cannot accommodate them, following established procedures for "walking" guests.
• Accommodate room changes expediently.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolution.
• Follow up within 30 minutes to ensure completion and guest satisfaction.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a message.
• Accept and record wake-up call requests and deliver them to PBX.
• 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 according to established hotel requirements, including resolving late charges, presenting folios, resolving disputed charges, and settling guest accounts.
• Retrieve guest room key from guest.
• Handle requests for late check-outs according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel procedures.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Adhere to all cashiering procedures, including processing adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, making change, cashing checks, posting charges, settling room accounts, running closing reports, counting bank, completing cashier reports, balancing receipts, dropping receipts, and securing the bank.
• Legibly document pertinent information in the log book.
• Perform other duties as assigned.
• 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.
• Legibly document maintenance needs on work orders and submit them 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED