External Job Title Hotel Guest Service Agent - Bossier City

External Job Title Hotel Guest Service Agent - Bossier City

Overview 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.

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/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 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 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 Managern22

Skills to Help You Succeed:

Able to read and interpret instructions and direction for guests

Able to communicate without impediment with guests and staff in all areas relating to guest service.

Qualifications Must-Haves:

High School education or equivalent

Previous experience in a hotel or high-end retail environment desired.

You will be exposed to an alcohol and smoking environment and must be able to work in such environment.

Must have the ability to secure and maintain licensure as required by Louisiana Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.

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

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