Hotel Guest Service Agent - Bossier City

Responsibilities

• 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
• Inform 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
• 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...)
• 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 Manager

Qualifications

• 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.