Guest Service Agent - Live! Hotel - Philadelphia
About The Position
The Guest Service Agent checks hotel guests in and out courteously and efficiently, processes payments according to established hotel requirements, and provides information in response to guest and visitor inquiries. The role works as part of the Front Office team to provide a seamless guest experience in a four-star hotel environment. The agent maintains knowledge of hotel services, room types and rates, availability, arrivals and departures, and scheduled group activities, while following hotel and departmental policies. The position handles reservations, guest accounts, room assignments and changes, payments, cashiering, guest requests and complaints, reports, and coordination with Housekeeping and other departments. Support duties may include assisting with switchboard and reservation calls, providing concierge service when needed, giving room tours, and documenting maintenance needs. The role is based in a 24/7 high-energy casino environment committed to fairness, teamwork, and fun. Team members may be exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises, and work in an environment where smoking is allowed.
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 without impediment with guests and staff on matters relating to guest service.
- Ability to comply with state gaming regulations, which may include obtaining a license.
Nice To Haves
- Retail customer service training.
Responsibilities
- Maintain knowledge of hotel features and services, room types and locations, rates and promotions, occupancy, arrivals and departures, room availability, and group activities.
- Follow hotel and departmental policies and procedures for front- and back-of-house operations.
- Obtain and secure the assigned bank and ensure contracted monies are accurate.
- Answer the department telephone within three rings using appropriate greetings and telephone etiquette.
- Promote positive guest relations and provide information in a congenial manner.
- Check in guests, confirm reservations, handle walk-in reservations, collect payment information, assign rooms, explain relevant procedures and amenities, process parking information, obtain required identification and signatures, and coordinate luggage assistance.
- Maintain guest history files and communicate VIP arrivals, guest requests, special requirements, and other pertinent information to appropriate personnel.
- Set up guest accounts according to individual requirements and accommodate room changes.
- Follow established procedures to find alternative accommodations when the hotel cannot honor a reservation.
- Document guest requests, complaints, and problems promptly, notify the appropriate personnel, and follow up within 30 minutes.
- Provide information about the voicemail system, record wake-up call requests, and relay them to PBX.
- Block rooms, pre-register designated guests, prepare key packets, and generate, print, and distribute daily and weekly reports.
- Resolve room-status discrepancies with Housekeeping.
- Check out guests, resolve late or disputed charges, present folios, settle accounts, retrieve room keys, and handle late-checkout requests.
- Conduct group check-ins and check-outs and assist departments and executives with group, inventory, and guest information.
- Perform cashiering tasks, including processing vouchers and charges, making change, cashing personal and travelers checks, posting charges, settling accounts, running closing reports, counting and securing the bank, completing cashier reports, balancing receipts, and dropping receipts.
- Document pertinent information legibly in the log book.
- Assist PBX with switchboard duties and assist with reservation calls, including processing, recording, and following up on details.
- Provide concierge service when a Concierge is unavailable and assist in other Front Office areas as assigned.
- Provide guest room tours.
- Document maintenance needs on work orders and submit them to the Manager.
- Perform other duties as assigned.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
