Guest Service Agent
|Location:||228 Ontario Street, Chicago, IL|
|Job Type:||Hospitality, Hotel/Resort|
SMASHotels is seeking a talented Guest Service Agent to join our one-of-a-kind luxury, lifestyle hotel that celebrates a creative class of consumers seeking artistically curated travel, dining and hospitality experiences. This unique property currently under construction and located in the heart of the Chicago's Magnificent Mile, is being developed by the creators of famed theWit Hotel in Chicago's Loop and scheduled to open in Spring 2017. It will be a member of Marriott's elite luxury Autograph Collection® Hotel.
Responsibilities will include:
JOB SUMMARY:Create a positive memorable experience for all our guests, beginning with the arrival process and handle guest concerns as required to leave a positive lasting impression.RESPONSIBILITIES:• Perform check-in/out procedures for arriving and departing guests on a daily basis using both manual and computerized methods.• Calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.• Answer guest inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.• Maintain strong guest service skills by being knowledgeable of all in-house and area functions in order to provide our guests with accurate information.• Maintain a professional attitude towards customers and employees and continuously is aware that a phone conversation is the first impression most people have of the hotel.• Answer all incoming calls and routes them accordingly and does so in a timely, professional and polite manner. Also, handles all paging and radio communications in a similar manner.• Maintain knowledge of all hotel amenities such as room layout, technology, and accessibility. Additionally, knowledge of restaurants, spa and entertainment information including room type, menu items and hours of operation to best serve all guests.• Follow emergency procedures and effectively communicate any emergency situation to immediate supervisor and dedicated property contacts as dictated by emergency policy.• Communicate with multiple departments, including Housekeeping, Bell Desk, Engineering, Front Desk, etc. to ensure guest requests are met.• Performs all other reasonable tasks as assigned by Front Office Manager.• Communication with guest through varies devices.• Process all guest mail, messages and faxes in order to ensure the information is received by the guests in the timeliest and accurate method possible.QUALIFICATIONS:• Minimum of 1-year Front Office experience is required• Previous experience with Windows, Office, and Opera or similar property management system.• Ability to work a flexible schedule that may include evenings, weekends and holidays.• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.• Possess strong leadership, motivational, organizational and verbal communication skills.• Must be able to work well under pressure.• Must have excellent phone etiquette.