Front Desk Agent

Reports to: Front Office Manager/Supervisor

Department: Front Office

OUR STORY

Edgy. Social. Dynamic. This is who we are. Welcome to a fine-art inspired, boutique hotel. A place to have fun. A place where we foster a spontaneous and ever-changing environment through art and unique signature experiences. A place to create unforgettable connections and memories for our guests. Refreshingly uncommon. Anything but generic. Welcome to The Rose Hotel.

JOB DESCRIPTION

The purpose of the Front Desk Receptionist position at The Rose Hotel Chicago O’Hare, Tapestry Collection by Hilton is to provide world class service to all guests and offer the highest possible level of guest satisfaction.

ESSENTIAL DUTIES

• Able to work seven days a week, weekends, holidays, and rotating shifts.
• Greets and completes established check-in procedures, to insure guest’s satisfaction in the rooms requested
• Perform guest departure (check-out) daily by following computer procedures and insure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods to present the customer with timely and precise hotel charges.
• Drives the hotel shuttle within 3 miles of the hotel
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift checklist to insure accuracy of all aspects of the shift.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and guests in order to ensure the information is received in a timely manner.
• Maintains the front desk log book and communicates any problems to the departments team members
• Serves as a cashier and attendant for the market as needed.

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and team members in a courteous and friendly manner
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

• Report any suspicious activity of guest, visitors or staff
• Maintains security for guests and property by keeping room doors locked
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to drive a 13 passenger vehicle within 3 miles of the hotel
• Able to stand and walk for long periods of time through the work day
• Reaching, pushing, pulling, twisting of body at the waist, and bending are required

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous customer service or hotel experience required, “Hilton” Experience helpful.
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows-based software preferred

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekends as needed

Education:

• High school or equivalent (Required)

Ability to Relocate:

• Rosemont, IL 60018: Relocate before starting work (Required)

Work Location: In person

Salary : $18