Guest Service Agents - Live Hotel

Live! Casino & Hotel; Hanover (MD); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a leading entertainment venue as a Front Desk Associate where you will ensure a seamless check-in and check-out experience for guests. You will utilize your customer service expertise in a fast-paced environment while enjoying various perks like health benefits, paid time off, and opportunities for career growth.

Benefits

Health benefits

Life insurance

Disability

Retirement plans

Paid time off

Tuition reimbursement

On-site wellness center

Career growth opportunities

Rewards programs

Free parking

Qualifications

• 1-3 years of experience in hotel or retail customer service.
• Compliance with state gaming regulations.
• Ability to read and interpret instructions.

Responsibilities

• Check-in/out hotel guests and process payments.
• Maintain knowledge of hotel amenities and policies.
• Assist with group check-ins/outs and cashiering.

Skills

Interpersonal skills

Communication skills

Problem-solving skills

Education

High school diploma or GED

Job description

Min Compensation

USD $17.00/Hr.

Max Compensation

USD $17.00/Hr.

Overview

Why We Need Your Talents:

Check-in/Check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements, ensuring a high level of guest satisfaction. Provide information to guests or visitors inquiries. Work as part of the overall Front Office team to ensure a seamless experience for the guest.

Responsibilities

Where You'll Make an Impact:

Maintain complete knowledge of:

• Hotel features: amenities, hours of operation, group activities, room types, layout, décor, and locations.
• Pricing: room rates, availability, packages, and promotions.
• Daily house count, expected arrivals/departures, and scheduled activities.
• Departmental policies and procedures, including front and back of house operations.
• Accuracy of assigned bank and contracted monies; keep bank secure.
• Answer department telephone promptly with proper etiquette.
• Promote positive guest relations and provide information congenially.

Process all guest check-ins according to hotel standards:

• Confirm reservations, review guest information, and handle walk-in bookings.
• Obtain payment information, input into system, and collect cash if required.
• Assign rooms, inform guests of procedures, and issue keys and passes.
• Communicate amenities, handle guest requests, and document all interactions.

Process all check-outs:

• Resolve charges, settle accounts, and handle late check-outs.
• Assist with group check-ins/outs and cashiering procedures.

Support duties include:

• Assist PBX with switchboard, reservations, and concierge services.
• Provide guest room tours and document maintenance needs.

Skills to Help You Succeed:

• Ability to read, interpret instructions, and communicate effectively with guests and staff.
• Excellent interpersonal, communication, listening, scheduling, and problem-solving skills.
• Flexible schedule, confidentiality, and bilingual skills are a plus.

Qualifications

Must-Haves:

• High school diploma or GED.
• 1-3 years experience in hotel or retail customer service.
• Compliance with state gaming regulations, including licensing if required.

Physical Requirements:

• Ability to lift, push, pull, and carry up to 20 lbs.
• Frequent walking, standing, and occasional bending or sitting.

What We Offer

Perks:

• Health benefits, life insurance, disability, retirement plans, paid time off, tuition reimbursement.
• On-site wellness center, career growth opportunities, rewards programs, bonuses, free parking, meals, and discounts.

Life at Live!

Expect an exciting, fast-paced environment where service, community, diversity, and growth are valued. The casino operates 24/7, with a culture of fairness, teamwork, and fun. Be prepared for a lively environment with exposure to smoke, bright lights, and noise.