Live! Casino and Hotel Philadelphia
Guest Service Agent - Live! Hotel - Philadelphia
Live! Casino and Hotel Philadelphia, Phila, Pennsylvania, United States, 19117
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.
Where You'll Make an Impact
Maintain complete knowledge at all times of the following:All hotel features/services, hours of operationAll room types, numbers, layout, décor, appointments and locationsAll room rates, special packages and promotionsDaily house count and expected arrivals/departureRoom availability status for any given dayScheduled daily group activitiesMaintain 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 timesAnswer department telephone within 3 rings; using correct greeting and telephone etiquettePromote positive guest relations for information in a congenial mannerProcess all guest check-ins according to established hotel requirements:
Confirm reservation in system and review all noted informationBe 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 designatedAssign guest roomAdvise guest of any messages, mail, faxes, etc. that was received for themInform guest of room safe and mini bar key and room key proceduresIssue parking passes/validate valet parking tickets and enter information in the computerCommunicate services and amenities included in packages to guests on packagesObtain proper identification for tax exempt guests and attach from to registration cardObtain guest signature for designated paper workObtain bell person to escort guest and transport their luggage to the roomMaintain guest history files on all guestsCommunicate VIP arrivals to designated personnel for escort and delivery of amenitiesSet 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" guestsAccommodate room changes expedientlyDocument 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 satisfactionOffer detailed information on the voicemail system to callers and guests wishing to leave a messageAccept and record wake-up call requests; deliver to PBX.Block rooms in the computer and follow through on designated requirementsPre-register designated guests and prepare key packetsCommunicate pertinent guest information to designated departments/personnel (i.e.. Special requests, amenity delivery).Generate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingProcess all check-outs according to established hotel requirements listed:
Resolve any late chargesPresent folio to guest and resolve any disputed chargesSettle guest accounts following accounting proceduresRetrieve guest room key from guestHandle requests for late check-outs according to established hotel proceduresConduct group check-ins/outs according to established hotel proceduresAssist all departments/executives in obtaining appropriate information regarding groups, inventory and guest informationAdhere to all cashiering procedures as listed below:Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous chargesMake change for guestsCash guests' personal checks/travelers checksPost ChargesSettle room accountsRun closing reportsCount bank at the end of their shiftComplete designated cashier reportsBalance receiptsDrop receiptsSecure bankLegibly document pertinent information in the log bookOther duties as assigned.Support Duties:
Assist PBX with switchboard dutiesAssist with reservation calls. Process, record and follow up and details relative to suchProvide Concierge service when no Concierge is availableAssist in other Front Office areas as assignedProvide guest room toursLegibly document maintenance needs on work orders and submit to the ManagerSkills You'll Need to Suceed
Able to read and interpret instructions and direction for guestAble to communicate without impediment with guests and staff in all areas relating to guest serviceA 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 dependentsGenerous retirement savings options are available.Free uniformsFree parkingDiscounted mealsService and Attendance bonusesTuition reimbursementDiscounts on hotels, theme parks, travel, and more!Physical Requirements
Lifting up to 20lbsPushing/Pull up to 20lbsCarry up to 20lbsSome Bending / kneelingFrequent WalkingFrequent StandingSome SittingClimbing stepsLife 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.
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.
Where You'll Make an Impact
Maintain complete knowledge at all times of the following:All hotel features/services, hours of operationAll room types, numbers, layout, décor, appointments and locationsAll room rates, special packages and promotionsDaily house count and expected arrivals/departureRoom availability status for any given dayScheduled daily group activitiesMaintain 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 timesAnswer department telephone within 3 rings; using correct greeting and telephone etiquettePromote positive guest relations for information in a congenial mannerProcess all guest check-ins according to established hotel requirements:
Confirm reservation in system and review all noted informationBe 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 designatedAssign guest roomAdvise guest of any messages, mail, faxes, etc. that was received for themInform guest of room safe and mini bar key and room key proceduresIssue parking passes/validate valet parking tickets and enter information in the computerCommunicate services and amenities included in packages to guests on packagesObtain proper identification for tax exempt guests and attach from to registration cardObtain guest signature for designated paper workObtain bell person to escort guest and transport their luggage to the roomMaintain guest history files on all guestsCommunicate VIP arrivals to designated personnel for escort and delivery of amenitiesSet 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" guestsAccommodate room changes expedientlyDocument 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 satisfactionOffer detailed information on the voicemail system to callers and guests wishing to leave a messageAccept and record wake-up call requests; deliver to PBX.Block rooms in the computer and follow through on designated requirementsPre-register designated guests and prepare key packetsCommunicate pertinent guest information to designated departments/personnel (i.e.. Special requests, amenity delivery).Generate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingProcess all check-outs according to established hotel requirements listed:
Resolve any late chargesPresent folio to guest and resolve any disputed chargesSettle guest accounts following accounting proceduresRetrieve guest room key from guestHandle requests for late check-outs according to established hotel proceduresConduct group check-ins/outs according to established hotel proceduresAssist all departments/executives in obtaining appropriate information regarding groups, inventory and guest informationAdhere to all cashiering procedures as listed below:Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous chargesMake change for guestsCash guests' personal checks/travelers checksPost ChargesSettle room accountsRun closing reportsCount bank at the end of their shiftComplete designated cashier reportsBalance receiptsDrop receiptsSecure bankLegibly document pertinent information in the log bookOther duties as assigned.Support Duties:
Assist PBX with switchboard dutiesAssist with reservation calls. Process, record and follow up and details relative to suchProvide Concierge service when no Concierge is availableAssist in other Front Office areas as assignedProvide guest room toursLegibly document maintenance needs on work orders and submit to the ManagerSkills You'll Need to Suceed
Able to read and interpret instructions and direction for guestAble to communicate without impediment with guests and staff in all areas relating to guest serviceA 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 dependentsGenerous retirement savings options are available.Free uniformsFree parkingDiscounted mealsService and Attendance bonusesTuition reimbursementDiscounts on hotels, theme parks, travel, and more!Physical Requirements
Lifting up to 20lbsPushing/Pull up to 20lbsCarry up to 20lbsSome Bending / kneelingFrequent WalkingFrequent StandingSome SittingClimbing stepsLife 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.