Hotel Guest Service Agent - Bossier

External

Job Title:

Hotel Guest Service Agent - Bossier City

Why We Need Your Talents:

At Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand.

The guest service agent is responsible for maintaining a clean, safe, fast, friendly, and fun environment for all guests, team members and company assets. The focus shall always be on ensuring a safe and comfortable environment, while maintaining a positive can‑do attitude with an emphasis on the highest level of guest service for both external and internal guests to Live! Casino & Hotel.

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/departures
  • 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 widths, 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…