Guest Experience & Concierge Agent

Langham-Hote; Chicago (IL); On-site; USD 30,307 - 37,195; Full time

Benefits offered by this job

Vacation Pay and Sick/Personal time

Paid Holidays

Medical, Dental and Vision Insurance

Job summary

Langham Chicago is seeking a professional Guest Relations Associate to manage check-ins/outs, promote hotel programs, and deliver exceptional service. You will handle payments, use the Front Office system, and ensure accuracy in guest accounts while maintaining discretion and high service standards.

Responsibilities include resolving guest concerns, recording preferences, and assisting during busy periods with courteous communication and efficient problem-solving.

Qualifications

• High school diploma or equivalent required; college preferred with hospitality focus.
• 3 years of full-service guest relations experience required.
• Foreign language skills preferred; luxury hotel experience a plus.
• Knowledge of Front Office systems preferred.

Responsibilities

• Register guests in/out using Front Office system and promote Langham hospitality programs.
• Verify credit cards, handle cash, post charges and balance house accounts.
• Answer phones promptly and relay messages to guests.
• Close guest accounts at checkout and resolve any dissatisfaction with appropriate actions.
• Record guest preferences using the Brilliant recognition program.
• Maintain room numbers and SOP-compliant registration procedures.

Skills

Guest relations

Front Office systems

Customer service

Bilingual/Language skills

Education

High School diploma or equivalent

Hospitality/Tourism degree (preferred)

Tools

Front Office operating system

Job description

Guest Service Agent-Full Time - The Langham, Chicago

United States

Job Description

PRIMARY OBJECTIVE OF POSITION:

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

RESPONSIBILITIES AND JOB DUTIES:

• Complete the registration process by inputting and retrieving information from the Front Office operating 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 activate electronic keys. Discreetly confirm the room number and rate. Provide welcome folders containing room keys, certificates, special promotions as appropriate.
• Verify and register 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. Perform accurate, moderately complex arithmetic functions. Accurately post charges to guestrooms and house accounts using Front Office operating system.
• Promptly answer the telephone, assist guests, and input messages into the computer. Retrieve messages and communicate the content to the guest.
• 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 guest concerns. Plan and implement detailed defect resolution steps by using experienced judgment and discretion.
• Use theBrilliant 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.
• Luxury hotel experience preferred.
• Knowledge of Front Office operating systemspreferred.

SALARY RANGE:

$22.00-$27.50/hour

BENEFITS INCLUDED FOR FULL-TIME COLLEAGUES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

EOE, Including Disability/Veterans

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit:https://www.langhamhotels.com/en/the-langham/chicago/