Guest Service Agent - Live! Hotel - Philadelphia

Maryland Live Casino Philadelphia , PA 19107

Posted 2 weeks ago

Overview

Function (Scope and Main Purpose of Job)

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.

  • Pending PGCB approval*

Responsibilities

Core Service Standards

CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance

SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.

Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.

FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.

FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here

Specific Responsibilities and Duties

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/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 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

Job Requirements (skills, knowledge, and abilities)

  • 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

Educational Requirement

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

  • Experience: 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.

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

Working Conditions

  • 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 2000 employees

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

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

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Guest Service Agent - Live! Hotel - Philadelphia

Maryland Live Casino