Hotel Guest Service Agent - Full Time Bossier City

Live! Casino & Hotel Louisiana • Bossier City, LA

1d • Onsite

About The Position

The guest service agent is responsible for maintaining a clean, safe, fast, friendly, and fun environment for all guests, team members and company assets. The focus shall always be on ensuring a safe and comfortable environment, while maintaining a positive can-do attitude with an emphasis on the highest level of guest service for both external and internal guests to Live! Casino & Hotel.

Requirements

• High School education or equivalent
• Previous experience in a hotel or high-end retail environment desired.
• Must be able to work in an alcohol and smoking environment.
• Must have the ability to secure and maintain licensure as required by Louisiana Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.

Nice To Haves

• Previous experience in a hotel or high-end retail environment

Responsibilities

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, décor, appointments and locations, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Answer department telephone within 3 rings; 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/mail/faxes, informing guests of room safe and mini bar key and room key procedures, issuing parking passes/validating valet parking tickets, communicating package inclusions, obtaining proper identification for tax-exempt guests, obtaining guest signature, and arranging for bell person escort.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, and follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. 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; deliver 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, settling accounts, retrieving room keys, handling late check-out requests, and conducting group check-ins/outs.
• 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 at end of shift, completing cashier reports, balancing receipts, dropping receipts, securing bank, and documenting pertinent information in the log book.
• 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 to the Manager.

What This Job Offers

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