Hotel Guest Service Agent - Bossier City

External Job Title

Hotel Guest Service Agent - Bossier City

Overview

Why We Need Your Talents:

At 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! brand

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.

Responsibilities

Where You'll Make an Impact:

• Maintain complete knowledge at all times of the following:
  • All hotel features/services, hours of operation
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status for any given day
  • 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:
• Confirm reservation in system and review all noted information
• Be 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 designated
• Assign guest room
• Advise guest of any messages, mail, faxes, etc. that was received for them
• Inform guest of 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 registration card
• Obtain guest signature for designated paper work
• Obtain bell person to escort guest and transport their luggage to the room
• 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 (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" 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 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 change for guests
  • Cash guests' personal checks/travelers 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 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 Managern22

Skills to Help You Succeed:

• Able to read and interpret instructions and direction for guests
• Able to communicate without impediment with guests and staff in all areas relating to guest service.

Qualifications

Must-Haves:

• High School education or equivalent
• Previous 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 20lbs
• Pushing/Pull up to 20lbs
• Carry up to 20lbs
• Some Bending / kneeling
• Frequent Walking
• Frequent Standing
• Some Sitting
• Climbing steps