Guest Service Agent (Part-Time) - Live! Hotel - Philadelphia

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 insure a seamless experience for the guest.

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/departure

- 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 withs, 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 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

Qualifications

Skills You'll Need to Suceed

- Able to read and interpret instructions and direction for guest

- Able to communicate without impediment with guests and staff in all areas relating to guest service

A Few Must Haves

- A high school diploma or GED equivalent. Retail customer service training would be a plus.

- One (1) to three (3) years previous experience in a hotel or high end retail environment is required.

- Must be able to comply with all state gaming regulations, which may include obtaining a license.

Perks We Offer You

- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents

- Free Basic Life Insurance

- Free Short Term & Long-Term Disability

- Retirement Savings with Company Match

- Generous Bonus Structure

- Annual Merit/Goal Based Pay Increases

- Leadership Skills Development & Mentorship Programs

- Tuition Reimbursement

- Free parking

- Free food and discounted meals

- Exclusive Discounts on Travel, Services, Goods and Entertainment

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

Life at Live!

- 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.

- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.

- You will work in an environment where smoking is allowed.