Guest Liaison

Onni Group • Chicago, IL

10d

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 delivers professional, hospitable service and supports guests with information, reservations, recommendations, luggage, hotel services, and in-room technology. It also involves processing communications and packages, entering guest arrangements and work orders, completing reports and checklists, and working effectively with colleagues, supervisors, management, and vendors. The position may require working mornings, nights, weekends, and holidays, according to management discretion.

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.

Responsibilities

• Handle guest interactions with a high level of hospitality and professionalism, accommodating special requests when possible.
• Answer inquiries about services, operating hours, key personnel, in-house events, directions, and other hotel matters by telephone, mail, and in person.
• Accurately and promptly process incoming and outgoing packages, faxes, messages, and mail.
• Comply with work rules and standards of conduct, and report deficiencies to management.
• Work professionally and harmoniously 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 when necessary.
• Use software to enter guest arrangements and ensure proper billing.
• 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 guest and resident names, anticipate needs, and exceed expectations.
• Work hours that may include mornings, nights, weekends, and holidays, as scheduled at management discretion.
• Troubleshoot effectively and use conflict-resolution skills to make point-of-contact decisions.
• Complete required daily reports and checklists.

Benefits

• Competitive pay and a 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