Hotel Guest Service Agent - Bossier City

External Job TitleHotel Guest Service Agent - Bossier CityAt Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brandThe 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.ResponsibilitiesWhere You'll Make an Impact:Maintain complete knowledge at all times of the following:All hotel features/services, hours of operationAll room types, numbers, layout, décor, appointments and locationsAll room rates, special packages and promotionsDaily house count and expected arrivals/departuresRoom availability status for any given dayScheduled daily group activitiesMaintain 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 timesAnswer department telephone within 3 rings; using correct greeting and telephone etiquettePromote positive guest relations for information in a congenial mannerProcess all guest check-ins according to established hotel requirements:Confirm reservation in system and review all noted informationBe able to complete a "walk-in" reservation for guest with no prior room reserved.Obtain back up information for guest credit/payment method and input into system; collect cash when designatedAssign guest roomAdvise guest of any messages, mail, faxes, etc. that was received for themInform guest of room safe and mini bar key and room key proceduresIssue parking passes/validate valet parking tickets and enter information in the computerCommunicate services and amenities included in packages to guests on packagesObtain proper identification for tax exempt guests and attach from to registration cardObtain guest signature for designated paper workObtain bell person to escort guest and transport their luggage to the roomMaintain guest history files on all guestsCommunicate VIP arrivals to designated personnel for escort and delivery of amenitiesSet up accurate accounts for each guest checking in according to their requirements (i.e., share widths, separate room/tax/incidentals, com)Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for "walking" guestsAccommodate room changes expedientlyDocument 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 satisfactionOffer detailed information on the voicemail system to callers and guests wishing to leave a messageAccept and record wake-up call requests; deliver to PBX.Block rooms in the computer and follow through on designated requirementsPre-register designated guests and prepare key packetsCommunicate pertinent guest information to designated departments/personnel (i.e... Special requests, amenity delivery).Generate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingProcess all check-outs according to established hotel requirements listed:Resolve any late chargesPresent folio to guest and resolve any disputed chargesSettle guest accounts following accounting proceduresRetrieve guest room key from guestHandle requests for late check-outs according to established hotel proceduresConduct group check-ins/outs according to established hotel proceduresAssist all departments/executives in obtaining appropriate information regarding groups, inventory and guest informationAdhere to all cashiering procedures as listed below:Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous chargesMake change for guestsCash guests' personal checks/travelers checksPost ChargesSettle room accountsRun closing reportsCount bank at the end of their shiftComplete designated cashier reportsBalance receiptsDrop receiptsSecure bankLegibly document pertinent information in the log bookOther duties as assigned.Support Duties:Assist with reservation calls. Process, record and follow up and details relative to suchProvide Concierge service when no Concierge is availableAssist in other Front Office areas as assignedProvide guest room toursLegibly document maintenance needs on work orders and submit to the ManagerSkills to Help You Succeed:Able to read and interpret instructions and direction for guestsAble to communicate without impediment with guests and staff in all areas relating to guest service.QualificationsMust-Haves:High School education or equivalentMust be 21 years or olderPrevious experience in a hotel or high-end retail environment desired.You will be exposed to an alcohol and smoking environment and must be able to work in such 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.Physical Requirements:Lifting up to 20lbsPushing/Pull up to 20lbsCarry up to 20lbsSome Bending / kneelingFrequent WalkingFrequent StandingSome SittingClimbing steps