Guest Service Agent - Live! Hotel - Philadelphia

Overview:

Why We Need Your Talents

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:

• 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 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.

• 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!

• Lifting up to 20lbs
• Pushing/Pull up to 20lbs
• Carry up to 20lbs
• Some Bending / kneeling
• Frequent Walking
• Frequent Standing
• Some Sitting
• Climbing steps

• 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.