Guest Services Agent

Omni Hotels & Resorts•Chicago, IL

2d•Onsite

About The Position

The Omni Chicago Hotel, an AAA Four Diamond all-suite hotel on the world-famous Mag Mile, is seeking a Guest Services Agent. The hotel is known for its quality and exceptional service, delivering "The Most Magnificent Memories on the Mile." Omni fosters a culture that values learning, growth, and empowerment, offering opportunities for advancement. The Guest Services Agent provides assistance and services for guests, as well as the hotel, to ensure pleasurable accommodations. This is a seasonal role, from Memorial Day through Labor Day, with the potential to extend based on business levels.

Requirements

Excellent customer service skills
Must have strong communication, presentation, training and organizational skills
Maintain a professional business appearance, attitude and performance
Must be able to work a flexible schedule including weekends and holidays
Ability to stand, sit, walk for extended portions of the work day
Ability to lift up to 50lbs

Nice To Haves

Previous experience with hotel guest services highly preferred
Intermediate Microsoft office experience highly preferred

Responsibilities

Use friendly and appropriate expressions when engaging guests
Be able to perform all front desk agent checklists AM, PM and Overnight (if needed)
Be able to use the hotel telephone systems
Be able to perform all Ideal Services checklists AM, PM, and Overnight (if needed)
Follow-up with guest complaints to ensure that any problems are resolved
Direct guests to the Front Desk or meeting rooms
Assist in the management of hotel guest’s amenity program
Assist in management and execution of the hotels pre-arrival, during stay and pre-departure calls.
Notify the Front Desk and Guest Services of VIP arrivals whenever possible
Engage in conversation with as many guests as possible
Perform as “backup buddy” in the absence of a loyalty ambassador.
Assist in the management of hotels text messaging and email correspondence with guests
Attend all designated staff meetings and training sessions
Work closely with all operating departments on the execution of our property VIP program.
Maintain lobby presence during peak times in an effort to greet guests, escort guests and assist in management of front drive during high demand periods.
Assist in the planning and execution of lobby activations during peak demand periods.
Complete all tasks assigned by manager
Aid guests in locating other areas of the hotel (walk them to destination if possible)
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications