Front Desk Agent - Hotel 55 Chicago

DEPARTMENT: Front Office

REPORTS TO: Front Office Manager

STATUS: Non-Exempt

Position Summary: This is a highly visible role that has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors, and staff in a warm and courteous manner. Oversees the guest registration and check-out process. Promotes hotel services and amenities and provides helpful information.

Responsibilities

• Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment.
• Perform all duties toward the goal of maximizing guest service.
• Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention.
• Be on alert for guests or visitors that appear to have questions or need aid and be ready to assist them at all times.
• Greet guests who have made advance reservations for lodging and register them in an efficient and pleasant manner.
• Greet visitors who are looking for accommodations and attempt to meet their needs.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
• Accommodate room changes expediently.
• Acquaint guests with city attractions, community events and nearby areas of interest.
• Help resolve guest issues and respond to special requests.
• In the case of a service failure, listen empathetically to the issue, promptly report the issue to Management, and implement an appropriate service recovery response in order to restore guest satisfaction.
• Settle guest accounts upon check-out and process forms of payment. Accurately follow accounting procedures and cash handling policies.
• Respond to all questions, whether from a guest, visitor or a coworker, in a courteous, pleasant manner and give out accurate, helpful information.
• Responsible for proper key control and other security measures.
• Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols to ensure a safe and security environment.
• Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales and Accounting team. Exemplify strong teamwork and treat all co-curators with professional respect.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Properly handle lost and found items.
• Report accidents, injuries, and any unsafe conditions to Management and Maintenance.
• Report to work wearing the required uniform and meeting professional grooming standards.
• Maintain confidentiality of all guests and hotel information.
• Actively participate in ongoing training.

Requirements

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-curators, both in person and by telephone.
• Strong customer-relations skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact.
• Ability to deal with guests when they are angry or upset.
• Professional appearance and demeanor.
• Knowledge of computer keyboard and printer operation.
• Ability to accurately and efficiently input information into computer systems.
• Previous cashier experience/Basic accounting skills.
• Ability to work quickly and thoroughly when under pressure.
• Knowledge of hotel facilities and features.
• Ability to attend to more than one task at a time.
• Ability to maintain excellent attendance and punctuality.
• Knowledge of area and surrounding communities.
• Experience Customer Service experience preferred.

Physical Demands

• Must be able to stand for long periods of time. May include crowded office setting or “close quarters”.
• General office environment with limited physical activity.