Guest Experience Agent — Luxury Hotel Front Desk

Accor Hotels; Chicago (IL); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Complimentary upgrades

Extended stays

Discounted stays across Fairmont & R&R

Dining discounts

Wellness discounts

Additional luxuries

Job summary

Fairmont Chicago Millennium Park is seeking a Resort Royal Service Agent to deliver professional, engaging guest service by responding to calls and inquiries with a personalized approach.

Reporting to the Director of Guest Experiences, you will collaborate with Housekeeping, Front Office and Engineering to ensure data integrity and exceptional guest satisfaction, including promoting hotel facilities and handling emergencies as required.

Qualifications

• Proficient in the English language (verbal & written).
• Previous customer related experience is an asset.
• Must possess outstanding guest services skills and sophisticated verbal communication skills.
• Computer literate in Microsoft Windows applications.
• Prior experience working with Opera or a related system is an asset.
• Strong interpersonal and problem solving abilities.
• Highly responsible and reliable.
• Ability to work well under pressure in a fast paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Flexibility to work weekends and holidays as needed.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Promote hotel facilities, looking for opportunities to enhance and add a personalized experience.
• Processing all external and internal calls by redirecting calls or directly assisting the caller.
• Answer email and guest inquiries in a timely manner.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Maintaining accurate records of guest calls to maintain data integrity.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Follow department policies, procedures and service standards.
• Liaise with Sales and other departments as required.
• Understanding of the hotel’s emergency procedures and dispatching as required.
• Follow all safety policies.
• Other duties as assigned.

Skills

English proficiency

Guest service

Communication skills

Computer literacy

Opera experience

Interpersonal skills

Reliability

Teamwork

Calm under pressure

Weekend/holiday flexibility

Tools

Opera system

Job description

Fairmont Chicago Millennium Park is seeking a Resort Royal Service Agent to deliver professional, engaging guest service by responding to calls and inquiries with a personalized approach.

Reporting to the Director of Guest Experiences, you will collaborate with Housekeeping, Front Office and Engineering to ensure data integrity and exceptional guest satisfaction, including promoting hotel facilities and handling emergencies as required.