Guest Service Agent-Full Time - The Langham, Chicago

Langham Hospitality Group

1d•$21 - $27•Onsite

About The Position

Displays a professional demeanor to all arriving, departing and in-house guests and clients. Registers guests in and out of the hotel while promoting hotel amenities, services and upsells. Provide maximum levels of guest service while resolving guest concerns. Follows Langham Chicago and Forbes service standards.

Requirements

High School graduate or equivalent preferred.
3 years of previous full-service guest relations experience required.
Knowledge of Front Office operating systems preferred.

Nice To Haves

College degree preferred with emphasis on Hospitality and Tourism.
Foreign languages preferred.
Luxury hotel experience preferred.

Responsibilities

Complete the registration process by inputting and retrieving information from the Front Office operating system, confirm pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs and activate electronic keys. Discreetly confirm the room number and rate. Provide welcome folders containing room keys, certificates, special promotions as appropriate.
Verify and register credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions. Accurately post charges to guestrooms and house accounts using Front Office operating system.
Promptly answer the telephone, assist guests, and input messages into the computer. Retrieve messages and communicate the content to the guest.
Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate and compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during emergency and/or heavy hotel activity.
Field guest complaints, conduct through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve guest concerns. Plan and implement detailed defect resolution steps by using experienced judgment and discretion.
Use the Brilliant guest recognition program to record guest preferences and exceed guest expectations.
File registration cards in room number order and complete all Guest Reception work according to SOP’s in place.

Benefits

Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
Paid Holidays
Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
401k plan with Roth option and employer match
Free meals while on duty
Uniforms and cleaning of uniforms (for applicable positions)
Free and discounted hotel stays
Discounted parking
Guidance Resources – company paid benefit for personal counseling