Front Desk Agent

Millennium Knickerbocker Hotel ChicagoHistoric Luxury Hotel | Downtown Chicago 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 departurePerform check‑in and check‑out procedures with accuracy, efficiency, and attention to detailManage individual and group reservations, room assignments, and guest profiles using Opera PMSVerify billing details, payment authorizations, and folios with accuracy and discretionConfirm group rooming lists and coordinate personalized services for VIP guests, event attendees, and repeat guestsProactively upsell room upgrades and hotel services in a refined, guest‑centric mannerResolve guest concerns with sound judgment, professionalism, and a strong service‑recovery approachServe as a knowledgeable concierge resource, offering recommendations on hotel amenities and nearby Chicago attractionsMaintain clear communication with Housekeeping, Engineering, Bell Services, and Management to ensure seamless operationsUphold 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 preferredOpera PMS experience preferredPrior hotel reservations or guest services experience preferredPreferred experience navigating OTA extranets to manage reservations, validate payments, and respond to guest inquiriesPreferred working knowledge of Microsoft Excel for reports, logs, and guest trackingStrong communication and interpersonal skills with a poised, professional demeanorAbility to multitask and remain composed in a fast‑paced, high‑volume environmentFlexibility to work varied shifts, including evenings, weekends, and holidaysPositive attitude with a genuine commitment to service excellenceAbility to work independently while contributing to a collaborative team environment Physical & Work Requirements Ability to stand for extended periods and perform light lifting as requiredComfortable 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 ChicagoCompetitive hourly pay Professional, team‑oriented culture focused on elevated service deliveryOpportunities for growth within hotel operations Benefits 401(k)401(k) matchingDental insuranceEmployee discountFlexible scheduleHealth insuranceHealth savings accountLife insurancePaid time offVision insurance