Front Office Agent

Trump International Hotel and Tower Chicago • Chicago, IL

3d

About The Position

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests in accordance with Five Star Service Standards.

Requirements

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• High School graduate or equivalent required.
• 1 - 2 years of prior guest service experience are preferred.

Nice To Haves

• 4 year college degree preferred with emphasis in Hospitality.
• Prior hospitality experience also preferred.
• CPR certification and/or first aid training preferred.
• Additional language ability is strongly preferred.

Responsibilities

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Trump Hotels Marketing Programs such as Trump Card, for arriving guests. Ensures guest knows location of room, and arranges for Associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guests.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate Associates for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other Associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons Bell Services Associates to escort guests to/from their rooms as appropriate.
• Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
• Operate various office machines.
• Performs duties as assigned by Director of Front Office and Front Office Manager

Benefits

• At Trump International Hotel and Tower Chicago, we offer a range of employment benefits for this [Non-Full Time] position, subject to any applicable eligibility, enrollment and/or benefit plan requirements. An overview of the benefits offered can be found on the Hotel's Career Center webpage here: Click Here [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=d917a9d1-d2e8-48a9-bb0b-cdf2e4f0d03c&ccId=19000101_000001&type=JS&lang=en_US&selectedMenuKey=CareerCenter].

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees