Guest Service Agents - Live Hotel - Maryland

Guest Service Agent

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.

Maintain complete knowledge of the following:

• Hotel features: Amenities Hours of operation, group activities, room types, numbers, layout, dcor, and locations.
• Pricing - Room rates, hotel availability, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Scheduled daily group activities.
• Departmental policies and procedures including front and back of house operations.
• 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:

• Confirm reservation in the system and review all noted information.
• Complete a "walk-in" reservation for guests with no prior room reserved.
• Obtain backup information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advise guest of any messages, mail, faxes, etc. that was received for them.
• Inform guest of the room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets and enter information in the computer.
• Communicate services and amenities included in packages to guests on packages.
• Obtain proper identification for tax-exempt guests and attach from to the registration card.
• Obtain guest signature for designated paperwork.
• Obtain a bell person to escort guests and transport their luggage to the room.
• Maintain guest history files for 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 (i.e., share with, 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" 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 (i.e.. Special requests, amenity delivery).
• 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 listed:

• Resolve any late charges
• Present folio to guest and resolve any disputed charges
• Settle guest accounts following accounting procedures
• Retrieve guest room key from the 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 as listed below:
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
• Make a change for guests
• Cash guests' personal checks/traveler's checks
• Post Charges
• Settle room accounts
• Run closing reports
• Count bank at the end of their shift
• Complete designated cashier reports
• Balance receipts
• Drop receipts
• Secure bank
• Legibly document pertinent information in the log book
• Other duties as assigned.

Support Duties:

• Assist PBX with switchboard duties
• Assist with reservation calls. Process, record and follow up and details relative to such
• 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

Skills to Help You Succeed:

• Ability to:
  • Read and interpret instructions and directions for guests.
  • Effectively communicate with guests and staff in all areas relating to guest service.
• Excellent skills in:
  • Interpersonal and written communication.
  • Active listening.
  • Scheduling.
  • Problem-solving
  • Strong attention to detail.
• Flexible schedule.
• Willingness to maintain confidentiality.
• Second language is a plus.

Qualifications

Must-Haves:

• 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.
• Retail customer service training is preferred.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

• Lifting, pushing, pulling and carrying up to 20lbs.
• Occasional Bending, kneeling and sitting.
• Frequent walking and standing.
• Use of stairs and elevators

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

Please note that this is a union position, and individuals in this role may be required to pay applicable union dues and fees.

What We Offer

Perks We Offer You:

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • 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