Guest Liaison

Onni Group of Companies • Chicago, IL

11d • $23 - $24

About The Position

The Guest Liaison responds to a wide variety of guest requests by assessing needs accurately and adding personal recommendations and touches to maximize guest satisfaction. The role provides welcoming, professional service, assists with concierge needs and reservations, supports hotel operations and guest communications, and helps resolve guest concerns. The position may involve working mornings, nights, weekends, and holidays as determined by management.

Requirements

• High school degree or equivalent.
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows.
• Excellent customer service orientation and interpersonal skills.
• Excellent oral and written communication skills.
• Availability to work hours that may include mornings, nights, weekends, and holidays, as determined by management.

Responsibilities

• Handle guest interactions with a high level of hospitality and professionalism, accommodating special requests whenever possible.
• Assist guests with inquiries about services, operating hours, key personnel, in-house events, directions, and other matters through telephone, mail, and in-person communication.
• Process incoming and outgoing packages, faxes, messages, and mail accurately and promptly.
• Comply with work rules and standards of conduct, and report deficiencies to management.
• Work harmoniously and professionally with co-workers, supervisors, and third-party vendors.
• Provide concierge assistance, including recommendations and reservations for food and beverage, leisure, transportation, and professional services.
• Assist guests with bringing in, delivering, and storing luggage as needed.
• Use software programs to enter guest arrangements, ensure accurate billing, and enter and follow up on work orders.
• Assist with hotel reservations, including quoting, creating, and modifying reservations.
• Provide basic troubleshooting for in-room services such as Internet, TV movies, games, and Web service.
• Learn resident and guest names, anticipate their needs, and exceed expectations.
• Troubleshoot guest concerns and use conflict-resolution skills to make point-of-contact decisions.
• Complete required daily reports and checklists.

Benefits

• Comprehensive benefit package
• Health Savings Account
• Flexible Spending Account
• Employee Assistance Program
• Annual education allowance
• Referral program
• Friends and family rates for Level Hotels & Furnished Suites, The Opus Hotel, and The Emily Hotel
• Fun and collaborative company culture with team-building events

What This Job Offers

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