Front Desk Agent

Position Overview

The Millennium Knickerbocker Hotel Chicago, an iconic historic hotel located just off the Magnificent Mile, is seeking a polished, service-driven Front Desk Agent to join our Guest Services team. This role is ideal for a hospitality professional who takes pride in delivering an elevated, personalized guest experience in a high-volume luxury environment. As the first and last point of contact, the Front Desk Agent sets the tone for the guest stay — managing arrivals and departures with warmth, discretion, and precision while serving leisure, business, VIP, and group guests in a fast-paced, full-service downtown hotel.

Key Responsibilities

• Deliver a gracious, professional welcome throughout the guest journey, from arrival through departure
• Perform check-in and check-out procedures with accuracy, efficiency, and attention to detail
• Manage individual and group reservations, room assignments, and guest profiles using Opera PMS
• Verify billing details, payment authorizations, and folios with accuracy and discretion
• Confirm group rooming lists and coordinate personalized services for VIP guests, event attendees, and repeat guests
• Proactively upsell room upgrades and hotel services in a refined, guest-centric manner
• Resolve guest concerns with sound judgment, professionalism, and a strong service-recovery approach
• Serve as a knowledgeable concierge resource, offering recommendations on hotel amenities and nearby Chicago attractions
• Maintain clear communication with Housekeeping, Engineering, Bell Services, and Management to ensure seamless operations
• Uphold all brand standards, service expectations, safety, and security procedures

Requirements

• Qualifications & Experience:
• Previous front desk or guest services experience preferred; luxury or full-service hotel experience strongly preferred
• Opera PMS experience preferred
• Prior hotel reservations or guest services experience preferred
• Preferred experience navigating OTA extranets to manage reservations, validate payments, and respond to guest inquiries
• Preferred experience with Microsoft Excel for reports, logs, and guest tracking
• Strong communication and interpersonal skills with a poised, professional demeanor
• Able to multitask and remain composed in a fast-paced, high-volume environment
• Flexibility to work varied shifts, including evenings, weekends, and holidays
• A positive attitude with a genuine commitment to service excellence
• Able to work independently while contributing to a collaborative team environment

Physical & Work Requirements

• Ability to stand for extended periods and perform light lifting as required
• Comfortable working in a busy front desk environment with frequent guest interaction

Work Environment & What We Offer

• 300-room, historic, full-service luxury hotel in downtown Chicago
• Competitive hourly pay
• Professional, team-oriented culture focused on elevated service delivery
• Opportunities for growth within hotel operations

Benefits

• 401(k) with matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance