Guest Liaison

Onni Group of Companies • Chicago, IL

8d • Onsite

About The Position

The Guest Liaison is responsible for responding to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction. This role involves handling all guest interactions with the utmost hospitality and professionalism, assisting guests with inquiries about services, hours of operation, and in-house events. The position also includes processing mail and packages, maintaining communication through various channels, and ensuring compliance with company standards. A key aspect of the role is providing unique concierge knowledge and execution, assisting guests with recommendations and reservations for dining, leisure, and transportation. The Guest Liaison will also assist with luggage, utilize software for special arrangements and billing, manage work orders, and handle hotel reservations. Basic troubleshooting for in-room services like internet and TV is also part of the duties. Learning resident/guest names and anticipating their needs is crucial for exceeding expectations. This role requires availability to work varied hours, including mornings, nights, weekends, and holidays, and the ability to effectively troubleshoot and resolve conflicts.

Requirements

• High school diploma/GED and completion of a craft apprenticeship, or an equivalent High School Degree or equivalent
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
• Excellent customer service orientation and excellent interpersonal skills
• Excellent oral and written communication skills

Nice To Haves

• AI Use: This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

Responsibilities

• Handles all guest interactions with the highest level of hospitality and professionalism in both presentation and verbiage; accommodating special requests whenever possible.
• Assist guests in all inquiries in connection with our services, hours of operations, key personnel, in-house events, directions, etc. Means of communication include telephone, mail, and personal verbal conversation.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Work Rules and Standards of Conduct. Reports any deficiencies within these regulations to management.
• Works harmoniously and professionally with co-workers, supervisors, and third party vendors.
• Unique concierge knowledge and execution.
• Ability to assist guest with recommendations and reservations within the capacities of food and beverage, leisure, transportation and professional service inquiries.
• Assist guest where necessary with bringing in, delivering, and storing of luggage.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Input and follow up on workorders.
• Assist with hotel reservations; including quoting, creation and modification.
• Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Learn resident/guest names and anticipate needs and while exceeding expectations.
• Availability to work unique hours including but not limited to mornings, nights, weekends, and holidays per management discretion.
• Effectively troubleshoot and utilize conflict resolution skillsets to make point-of-contact decisions.
• Completes required daily reports, and checklists.

Benefits

• Competitive pay and a Comprehensive Benefit Package
• Health Saving Account
• Flexible Saving Account
• Employee Assistance Program
• Annual Education Allowance
• Generous Referral Program
• Fun and collaborative company culture with lots of team-building events
• Friends and Family rates for Level Hotels & Furnished Suites, The Opus Hotel and The Emily Hotel

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED