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Live! Casino and Hotel Philadelphia

Guest Service Agent - Live! Hotel - Philadelphia Job at Live! Casino and Hotel P

Live! Casino and Hotel Philadelphia, Philadelphia, PA, United States, 19117


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, dcor, 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
  • Generous retirement savings options are available.
  • Free uniforms
  • Free parking
  • Discounted meals
  • Service and Attendance bonuses
  • Tuition reimbursement
  • Discounts on hotels, theme parks, travel, and more!

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.