Guest Service Agent - Live! Hotel - Philadelphia

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    "url": "https://phlcareers-livech.icims.com/jobs/11914/guest-service-agent---live%21-hotel---philadelphia/job",
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    "title": "Guest Service Agent - Live! Hotel - Philadelphia",
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    "datePosted": "2026-06-11T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p><strong>Why We Need Your Talents</strong></p>\n<p> </p>\n<p>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.</p>\n<h2>Responsibilities</h2>\n<p><strong>Where You'll Make an Impact</strong></p>\n<p> </p>\n<p><em>Maintain complete knowledge at all times of the following:</em></p>\n<ul>\n <li>All hotel features/services, hours of operation</li>\n <li>All room types, numbers, layout, décor, appointments and locations</li>\n <li>All room rates, special packages and promotions</li>\n <li>Daily house count and expected arrivals/departure</li>\n <li>Room availability status for any given day</li>\n <li>Scheduled daily group activities</li>\n <li>Maintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.</li>\n <li>Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times</li>\n <li>Answer department telephone within 3 rings; using correct greeting and telephone etiquette</li>\n <li>Promote positive guest relations for information in a congenial manner</li>\n</ul>\n<p><em>Process all guest check-ins according to established hotel requirements:</em></p>\n<ul>\n <li>Confirm reservation in system and review all noted information</li>\n <li>Be able to complete a “walk-in” reservation for guest with no prior room reserved.</li>\n <li>Obtain back up information for guest credit/payment method and input into system; collect cash when designated</li>\n <li>Assign guest room</li>\n <li>Advise guest of any messages, mail, faxes, etc. that was received for them</li>\n <li>Inform guest of room safe and mini bar key and room key procedures</li>\n <li>Issue parking passes/validate valet parking tickets and enter information in the computer</li>\n <li>Communicate services and amenities included in packages to guests on packages</li>\n <li>Obtain proper identification for tax exempt guests and attach from to registration card</li>\n <li>Obtain guest signature for designated paper work</li>\n <li>Obtain bell person to escort guest and transport their luggage to the room</li>\n <li>Maintain guest history files on all guests</li>\n <li>Communicate VIP arrivals to designated personnel for escort and delivery of amenities</li>\n <li>Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, com)</li>\n <li>Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them, follow established procedures for \"walking\" guests</li>\n <li>Accommodate room changes expediently</li>\n <li>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</li>\n <li>Offer detailed information on the voicemail system to callers and guests wishing to leave a message</li>\n <li>Accept and record wake-up call requests; deliver to PBX.</li>\n <li>Block rooms in the computer and follow through on designated requirements</li>\n <li>Pre-register designated guests and prepare key packets</li>\n <li>Communicate pertinent guest information to designated departments/personnel (i.e.. Special requests, amenity delivery).</li>\n <li>Generate, print and distribute daily and weekly reports</li>\n <li>Resolve discrepancies on the room status report with Housekeeping</li>\n</ul>\n<p><em>Process all check-outs according to established hotel requirements listed:</em></p>\n<ul>\n <li>Resolve any late charges</li>\n <li>Present folio to guest and resolve any disputed charges</li>\n <li>Settle guest accounts following accounting procedures</li>\n <li>Retrieve guest room key from guest</li>\n <li>Handle requests for late check-outs according to established hotel procedures</li>\n <li>Conduct group check-ins/outs according to established hotel procedures</li>\n <li>Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information</li>\n <li>Adhere to all cashiering procedures as listed below:</li>\n <li>Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges</li>\n <li>Make change for guests</li>\n <li>Cash guests' personal checks/travelers checks</li>\n <li>Post Charges</li>\n <li>Settle room accounts</li>\n <li>Run closing reports</li>\n <li>Count bank at the end of their shift</li>\n <li>Complete designated cashier reports</li>\n <li>Balance receipts</li>\n <li>Drop receipts</li>\n <li>Secure bank</li>\n <li>Legibly document pertinent information in the log book</li>\n <li>Other duties as assigned.</li>\n</ul>\n<p><em>Support Duties:</em></p>\n<ul>\n <li>Assist PBX with switchboard duties</li>\n <li>Assist with reservation calls. Process, record and follow up and details relative to such</li>\n <li>Provide Concierge service when no Concierge is available</li>\n <li>Assist in other Front Office areas as assigned</li>\n <li>Provide guest room tours</li>\n <li>Legibly document maintenance needs on work orders and submit to the Manager</li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Skills You'll Need to Suceed</strong></p>\n<ul>\n <li>Able to read and interpret instructions and direction for guest</li>\n <li>Able to communicate without impediment with guests and staff in all areas relating to guest service</li>\n</ul>\n<p><strong>A Few Must Haves</strong></p>\n<ul>\n <li>A high school diploma or GED equivalent. Retail customer service training would be a plus.</li>\n <li>One (1) to three (3) years previous experience in a hotel or high end retail environment is required.</li>\n <li>Must be able to comply with all state gaming regulations, which may include obtaining a license.</li>\n</ul>\n<p><strong>Perks We Offer You</strong></p>\n<ul>\n <li>Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents</li>\n <li>Free Basic Life Insurance</li>\n <li>Free Short Term & Long-Term Disability </li>\n <li>Retirement Savings with Company Match</li>\n <li>Generous Bonus Structure</li>\n <li>Annual Merit/Goal Based Pay Increases </li>\n <li>Leadership Skills Development & Mentorship Programs</li>\n <li>Tuition Reimbursement</li>\n <li>Free parking</li>\n <li>Free food and discounted meals</li>\n <li>Exclusive Discounts on Travel, Services, Goods and Entertainment</li>\n</ul>\n<p><strong>Physical Requirements</strong></p>\n<ul>\n <li>Lifting up to 20lbs</li>\n <li>Pushing/Pull up to 20lbs</li>\n <li>Carry up to 20lbs</li>\n <li>Some Bending / kneeling</li>\n <li>Frequent Walking</li>\n <li>Frequent Standing</li>\n <li>Some Sitting</li>\n <li>Climbing steps</li>\n</ul>\n<p><strong>Life at Live!</strong></p>\n<ul>\n <li>24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.</li>\n <li>Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.</li>\n <li>You will work in an environment where smoking is allowed.</li>\n</ul>",
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          "postalCode": "19148",
          "addressRegion": "PA",
          "streetAddress": "900 Packer Ave",
          "addressCountry": "US",
          "addressLocality": "Philadelphia",
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      "name": "Live! Casino and Hotel Philadelphia",
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    "occupationalCategory": "Live Hotel Front Desk"
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