Guest Service Agent - Live! Hotel - Philadelphia (Part-Time)
Full Time
Philadelphia, PA 19148
Posted
Job description
Overview:
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:
Maintain complete knowledge at all times of the following:
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.
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
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.
It is a condition of employment that all new hires who receive job offers after Dec 4, 2021 be fully vaccinated against COVID 19. (A booster shot is not required.). A copy of your COVID-19 Vaccination Record Card, or medical certification from your physician, will be required on your first day of employment. Live! Casino will make reasonable accommodations for disability or sincerely-held religious beliefs.
laviolettawines.com.au is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, laviolettawines.com.au provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, laviolettawines.com.au is the ideal place to find your next job.