Guest Service Agents - Live Hotel - Full-Time - Maryland

Live! Casino & Hotel Maryland; Hanover (MD); On-site; USD 19,000 - 28,000; Full time

Job summary

Live! Casino & Hotel Maryland is seeking a Guest Service Agent to deliver efficient, accurate front desk operations and exemplary four-star hospitality. You will manage check‑ins, check‑outs, reservations, and guest inquiries while maintaining precise financial records and offering a welcoming, professional guest experience.

The role emphasizes effective communication, prompt issue resolution, and adherence to property policies to reinforce exceptional service standards for all guests.

Responsibilities

• Manage check-ins and check-outs according to hotel requirements.
• Input guest information and payment data into the system; collect cash when designated.
• Maintain guest history files and communicate VIP arrivals to relevant staff.

Job description

Why We Need Your Talents:

The Guest Service Agent is responsible for delivering efficient, accurate, and service‑focused front desk operations that uphold the property’s four‑star hospitality standards. This role plays a critical part in managing check‑ins, check‑outs, reservations, and guest inquiries while ensuring all front‑of‑house procedures are executed with professionalism and attention to detail. Your ability to communicate effectively, resolve concerns promptly, and maintain precise financial and operational records directly supports the smooth operation of the hotel. By providing a welcoming presence and consistently delivering exceptional service, you help create memorable guest experiences and reinforce the high service standards of Live! Casino & Hotel.

Min Compensation

USD $17.00/Hr.

Max Compensation

USD $17.00/Hr.

Overview

The Guest Service Agent is responsible for delivering efficient, accurate, and service‑focused front desk operations that uphold the property’s four‑star hospitality standards. This role plays a critical part in managing check‑ins, check‑outs, reservations, and guest inquiries while ensuring all front‑of‑house procedures are executed with professionalism and attention to detail. Your ability to communicate effectively, resolve concerns promptly, and maintain precise financial and operational records directly supports the smooth operation of the hotel. By providing a welcoming presence and consistently delivering exceptional service, you help create memorable guest experiences and reinforce the high service standards of Live! Casino & Hotel.

Responsibilities

Where You’ll Make an Impact:

Maintain Complete Knowledge Of The Following

• Hotel features:
  • Amenities – Hours of operation, group activities, Room types, numbers, layout, décor, and locations.
  • Pricing - Room rates, hotel availability, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Scheduled daily group activities.
• Departmental policies and procedures including front and back of house operations.
• Accuracy of assigned bank and ensure contracted monies. Keep bank secure at all times.
• Promptly answer department telephone 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 the system and review all noted information.
• Complete a “walk‑in” reservation for guests with no prior room reserved.
• Obtain backup 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 the 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 the registration card.
• Obtain guest signature for designated paperwork.
• Obtain a bell person to escort guests and transport their luggage to the room.
• Maintain guest history files for 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 with, 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