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Guest Service Agents

4 months ago

Hanover, United States Live! Casino and Hotel Maryland Full time

Overview:
**Why We Need Your Talents**:
Check-in/Check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements measuring to the levels of expectation commensurate with a four-star property. Provide information to any guest or visitor inquiry. Work as part of the overall Front Office team to ensure a seamless experience for the guest.

**Compensation: $17.00/hr**

**Responsibilities**:
**Where You'll Make an Impact**:

- Maintain complete knowledge of the following:_
- Hotel features:

- Amenities - Hours of operation, group activities, Room types, numbers, layout, décor, 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.
- 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**:

- Ablity 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