Front Office Representative - Radisson Blu Aqua Chicago
About The Position
The role of Front Office Representative requires an individual with the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction. This position involves receiving and processing incoming guests, ensuring a delightful and seamless arrival and departure. The representative will greet guests, process hotel registrations and other transactions, and stay current on hotel accommodations, services, and local attractions. Handling guest compliments, comments, observations, and challenges in a timely manner to achieve full guest satisfaction is crucial. The role also includes recording resolutions to guest complaints, collaborating with other departments to arrange guest services, and staying updated with hotel developments through communication logs. Preparing end-of-shift summaries and communications for management and other shifts is also a key responsibility. Additionally, the Front Office Representative will encourage upselling of guest accommodations, promote hotel amenities, food & beverage outlets, services, and the loyalty program. Making reservations in accordance with yield management practices and processing customer credit at check-in according to hotel policy and data privacy standards are also part of the role. The position may involve answering and fielding all hotel calls, identifying and recording special billing instructions, and notifying Accounting. Obtaining appropriate approvals and signatures for guest transactions and following hotel policy on cash banks are required. Maintaining confidentiality of guest information is essential. The role is dedicated to creating 100% guest satisfaction by providing the Radisson experience through genuine hospitality and exceeding guest expectations. This includes giving personal attention, taking personal responsibility, and using teamwork when providing guest service. Resolving guest problems by listening, apologizing with empathy, finding a solution, and following through is expected. The Front Office Representative should provide ongoing genuine hospitality and teamwork, notice when a guest is not satisfied, and use best judgment to ensure 100% Guest Satisfaction. The role may also involve performing other duties as required by Management to provide the service brand behavior and genuine hospitality.
Requirements
- Strong customer service experience required
- Previous hotel experience preferred
- Ability to maintain a positive and professional attitude when handling all situations
- Solid computer skills
- Ability to push/pull up to 30lbs
- Ability to work flexible schedule, including morning, afternoons, nights and weekends
- Excellent communication skills
- Must possess a strong team spirit
- Opera experience preferred
- Ability to stand, stoop or bend for entire shift
- Ability to lift up to 20 pounds
- Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity
- Presenting documents verifying identity and legal authorization to work in the United States
- Satisfactory completion of a background check and E-Verify
Nice To Haves
- Previous hotel experience preferred
- Opera experience preferred
Responsibilities
- Receives and processes incoming guests
- Ensure a delightful, seamless arrival and departure for our guests.
- Greets guest and processes hotel registration and other transactions
- Keeps current on hotel accommodations, services and local attractions
- Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
- Records resolutions to guest complaints on the “Make it Right” log
- Works with other departments as appropriate to arrange for services requested by the guest
- Stays current with developments in the hotel by reviewing and updating the communication log
- Prepares end of shift summaries and communications for management and other shifts
- Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
- Makes reservations in accordance with hotel’s yield management practices
- Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
- May be responsible for answering and fielding all calls to the hotel, both internal and external
- Identifies and records special billing instructions and notifies Accounting
- Obtains appropriate approvals and signatures for guest transactions
- Follows hotel policy on cash banks
- Maintains confidentiality of guest information
- Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
- Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality
- Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest
Benefits
- Choice Privileges® loyalty program and co-brand credit card options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
