Front Desk Agent

Marriott Chicago O'Hare; Chicago (IL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health and Dental Insurance

company-paid Life Insurance

Short-Term and Long-Term Disability

Vision

Critical Illness

Accidental

401(k) and company match

Paid Time Off (PTO)

free hotel rooms and hotel discounts

Job summary

Marriott Chicago O'Hare is seeking a Front Office Agent to join our hotel team in Chicago, IL. The role emphasizes excellent guest service, check-in/out processing, and effective communication with guests and staff.

The position is full-time with availability on days, evenings, weekends, and holidays. Previous Marriott Front Office experience is preferred.

Qualifications

• At least 1 year experience in a hotel front office.
• Marriott Hotels experience preferred.
• Must be able to communicate effectively with guests and staff.
• Availability to work days, evenings, weekends, and holidays.

Responsibilities

• Organize, confirm, and process guest check-ins/check-outs.
• Secure payment and adjust billing as needed.
• Provide guests with room information and local amenities.
• Run daily reports and communicate with the next shift.
• Complete cashier and closing reports.
• Record wake-up calls and deliver to the appropriate department.
• Maintain confidentiality of guest and hotel information.
• Document guest requests and ensure guest satisfaction.

Job description

Job Description:

The Chicago Marriott O'Hare is looking for a full-time Front Office Agent to join our awesome team! Previous Marriott Hotels Front Office experience preferred.

Overview:

The Front Office Agent will be responsible for providing excellent customer service while supporting the team to achieve the overall success of our service goals.

Responsibilities:

• Organize, confirm, and process guest check-ins/ check-outs and adapt for any changes.
• Secure payment, verifying and adjusting billing as needed.
• Provide guests with room and hotel information, directions, amenities and local interests.
• Run daily reports, reviewing to see what needs to be communicated to the next shift's staff.
• Complete cashier and closing reports, counting the individuals' bank at the end of each shift securely.
• Accept and record wake-up calls, delivering to the right department.
• Communicate any emergency, lost item or theft to proper security staff and/or management.
• Keep contingency lists in case of emergency and communicate any necessary messages.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
• Block rooms in the computer and follow-through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Employ attention to detail in order to ensure security guidelines are met for guest room access.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Participate in department meetings.
• Positive attitude, while being a team player with a sleeves-rolled-up type mentality.
• Excellent communication and interpersonal skills.
• Perform other duties as requested by management.

Qualifications:

• At least 1 year experience in a hotel front office – Marriott Hotels experience preferred.
• Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by guests.
• Availability: Must be available to work days, evenings, weekends, and holidays.

Benefits:

• Health and Dental Insurance
• company-paid Life Insurance
• Short-Term and Long-Term Disability Insurance
• Vision
• Critical Illness
• Accidental
• 401(k) and company match
• Paid Time Off (PTO)
• free hotel rooms and hotel discounts

The Marriott Chicago O'Hare is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.