Front Desk Agent

Millennium Hotels and Resorts•Chicago, IL

99d•Onsite

About The Position

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.

Requirements

Strong communication and interpersonal skills with a poised, professional demeanor
Ability to multitask and remain composed in a fast‑paced, high‑volume environment
Flexibility to work varied shifts, including evenings, weekends, and holidays
Positive attitude with a genuine commitment to service excellence
Ability to work independently while contributing to a collaborative team environment

Nice To Haves

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 working knowledge of Microsoft Excel for reports, logs, and guest tracking

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