Hotel Front Desk Agent

About the position

As a Hotel Front Desk Agent at LondonHouse Chicago, you will play a crucial role in ensuring a positive experience for our guests from the moment they arrive until their departure. Your primary responsibility will be to respond professionally and courteously to all guests, providing them with accurate and timely information and services. You will check guests in and out of the hotel, ensuring that their requests are met and that they are satisfied with their accommodations. Additionally, you will promote hotel services and amenities, upselling products to enhance the guest experience. Resolving any challenges that guests may face during their stay will also be a key part of your role, ensuring that their experience is seamless and enjoyable. In your daily duties, you will greet guests and complete check-in procedures using computerized methods to ensure guest satisfaction. This includes confirming the number of guests in each room, coding electronic keys, and communicating room rates. You will also handle guest departures by following proper procedures to close accounts accurately and address any discrepancies on the folio. Your role will require you to manage cash transactions at the front desk, maintaining complete responsibility for all transactions during your shift. You will be expected to maintain good customer relations by answering questions and addressing concerns promptly and knowledgeably. Moreover, you will be responsible for answering inquiries and accepting reservations both in person and over the phone, using suggestive selling techniques to increase occupancy and room rates. You will also maintain the front desk log book and ensure that all guest requests are fulfilled in a timely manner. Your ability to remain calm and alert during emergencies and busy periods will be essential, as will your ability to communicate effectively with both guests and team members. This position requires a high level of organization and attention to detail, as you will be managing multiple tasks simultaneously while providing excellent customer service.

Responsibilities

• Greet and complete check-in procedures for arriving guests using computerized methods.
• Perform guest departure (check-out) procedures to ensure accuracy on the folio.
• Calculate and post money, receipts, and guest accounts using proper cash handling methods.
• Answer inquiries and accept reservations in person and by telephone.
• Maintain good customer relations by addressing questions and concerns promptly.
• Control cash transactions at the front desk and maintain responsibility for transactions during the shift.
• Process all mail, messages, and faxes for guests in a timely manner.
• Maintain the front desk log book to enhance department communication.
• Fulfill all guest requests in a timely manner.
• Remain calm and alert during emergencies and busy hotel activity.

Requirements

• High School graduate diploma or equivalent preferred.
• 1-2 years of prior guest service experience preferred.
• Prior hospitality experience preferred.
• Ability to effectively work with internal and external customers.
• Ability to collect accurate information and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbal and written.
• Ability to access and accurately input information into the hotel's reservation system.

Nice-to-haves

• Additional language ability is preferred.
• CPR Certification and/or First Aid Training preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance