Hotel Guest Service Agent - Bossier City

Live! Casino & Hotel Louisiana

External Job Title

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

Apply

Vacancy posted 3 days ago

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