At-Your-Service Agent

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

At-Your-Service Agents are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience.  Serving as a brand liaison, At-Your-Service Agents are engaging, attentive, service-oriented, and take a creative approach to problem solving.  The primary responsibility of a At-Your-Service Agent is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

Main responsibilities include: Operating telephone switchboard station in order to answer telephone calls, process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Other responsibilities include: answering, recording, and processing all guest calls, requests, questions, or concerns, receiving, recording, and relaying messages accurately, completely, and legibly, logging all guest requests or issues into computer, contacting appropriate individual or department (e.g., Bell person, Housekeeping), and following up with guest to ensure their request has been met to their satisfaction. This person must provide information to guests about room features, property amenities, and local areas of interest as well as assist guests with accessing the internet.

Requirements...

Experience:

• Hotel experience: 1 year (Preferred)
• Knowledge/Skills
• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to written and verbal details, particularly when performing multiple tasks.

Physical Demands

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to read computer screen.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• 95% of shift is standing
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional carrying and lifting of files, water bottles, amenities, and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled workstation under florescent lighting.

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.