Guest Service Agents - Live Hotel

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

Job summary

Join a leading casino and hotel as a Front Office team member, where you'll ensure a seamless guest experience from check-in to checkout. With a focus on exceptional service, you'll communicate effectively with guests, manage reservations, and assist with inquiries in a dynamic environment that values community and teamwork.

Benefits

Comprehensive health benefits

Life insurance

Disability options

Retirement options

Paid time off

Tuition reimbursement

Career growth opportunities

Rewards programs

Free parking

Meals and discounts

Qualifications

• 1-3 years experience in hotel or retail customer service preferred.
• Ability to comply with gaming regulations, including licensing.
• Second language preferred.

Responsibilities

• Check-in/check-out hotel guests courteously and efficiently.
• Process payments and manage guest accounts.
• Handle guest inquiries, complaints, and provide information.

Skills

Interpersonal skills

Communication

Problem-solving

Attention to detail

Education

High school diploma or GED

Job description

Minimum Compensation: USD $17.00/Hr. Maximum 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, maintaining the standards expected of a four-star property. Provide information to guests or visitors as needed. Work as part of the Front Office team to ensure a seamless guest experience.

Responsibilities

Where You'll Make an Impact:

Maintain 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 group activities.
• Departmental policies, front and back of house operations.
• Bank accuracy, securing contracted monies.
• Answering department phones professionally.
• Promoting positive guest relations and providing information congenially.

Process guest check-ins according to hotel standards:

• Confirm reservations and review details.
• Handle walk-in reservations.
• Obtain and input payment info; collect cash when needed.
• Assign rooms, inform guests of amenities, safety procedures, and policies.
• Issue parking passes, validate valet tickets, and communicate package details.
• Verify guest IDs for tax exemptions, obtain signatures, and document guest requests or issues.
• Coordinate guest luggage escort and maintain guest history files.
• Notify staff of VIP arrivals and special requests.
• Manage room changes and handle guest complaints promptly, following up to ensure satisfaction.
• Manage voicemails, wake-up calls, room blocking, pre-registration, and guest information sharing.
• Generate reports, resolve room status discrepancies with Housekeeping.

Process check-outs as per hotel procedures:

• Resolve late charges, present and settle folios, and handle disputes.
• Close guest accounts, retrieve keys, and handle late check-outs and group check-ins/outs.
• Assist departments with guest and group information.
• Follow cashiering procedures: process vouchers, checks, charges, and secure bank.

Support duties include assisting PBX, providing concierge services, guest room tours, and maintenance reporting.

Skills to Help You Succeed:

• Ability to read and interpret instructions and communicate effectively with guests and staff.
• Excellent interpersonal, communication, listening, scheduling, problem-solving, and attention to detail skills.
• Flexible schedule, confidentiality, second language preferred.

Qualifications

• High school diploma or GED.
• 1-3 years experience in hotel or retail customer service; retail training preferred.
• Ability to comply with gaming regulations, including licensing if required.

Physical Requirements:

• Lifting, pushing, pulling up to 20 lbs.
• Occasional bending, kneeling, sitting.
• Frequent walking and standing.
• Use of stairs and elevators.

What We Offer

• Comprehensive health benefits, life insurance, disability, retirement options, paid time off, tuition reimbursement.
• On-site wellness center (Maryland), career growth opportunities, rewards programs, bonuses, free parking, meals, and discounts.

Life at Live!

Be part of an exciting, fast-paced environment that values service, community, diversity, and growth. Work in a lively casino environment with a culture of fairness, teamwork, and fun. Note: environment includes smoke, bright lights, and loud noises.