Guest Service Agent

PRIMARY OBJECTIVE OF POSITION: 

• Displays a professional demeanor to all arriving, departing and in-house guests/clients.  Registers guests in/out of the hotel while promoting hotel amenities, services and upsells.  Provide maximum levels of guest service while resolving guest concerns.  Meets Langham Chicago Forbes service standards.

RESPONSIBILITIES AND JOB DUTIES: 

• Provide safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the guest.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system; confirm pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs and code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guestrooms and house accounts using computer system.
• Promptly answer the telephone and input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate and compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity.
• Field guest complaints, conduct through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning. Plan and implement detailed defect resolution steps by using experienced judgment and discretion.
• Use the Brilliant guest recognition program to record guest preferences and exceed guest expectations.
• File registration cards in room number order and complete all Guest Reception work according to SOP’s in place.

EXPERIENCE REQUIRED: 

• High School graduate or equivalent preferred.  College degree preferred with emphasis on Hospitality and Tourism
• 3 years of previous full service guest relations experience required
• Foreign languages preferred
• CPR Certification and/or First Aid Training preferred
• Luxury hotel experience preferred
• Knowledge of Microsoft Works preferred
• Knowledge of Opera preferred

EOE, Including Disability/Veterans