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

• 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.