Guest Service Agent

HHM Hospitality; Chicago (IL); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hospitality company is seeking a Guest Service Agent in Chicago. This role involves greeting and registering guests, managing payments, and ensuring overall guest satisfaction. The ideal candidate will have a high school diploma and experience in customer service, with opportunities for advancement within the company.

Qualifications

• Experience in customer service or equivalent training required.
• Knowledge of PMS systems is a plus.

Responsibilities

• Greet, register, and serve guests in a friendly manner.
• Compute bills, collect payments, and address guest complaints.
• Monitor guest satisfaction scores and improve them.

Skills

Customer Service

Communication

Problem Solving

Education

High School diploma or equivalent

Tools

PMS systems

Job description

Overview

Opportunity: Guest Service Agent

Greet, register, and serve guests in a friendly and courteous manner according to hotel/brand and sustainability standards.

Your Growth Path

Potential advancement to Front Desk Supervisor, Sales Coordinator, Front Office Manager, or Sales Manager.

Your Focus

• Greet guests promptly and assist with their needs.
• Register guests and assign rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and give change.
• Send and receive messages via telephone or PMS system.
• Respond to guest requests promptly.
• Address guest complaints and escalate if necessary.
• Secure guests' valuables in safes or deposit boxes.
• Perform bookkeeping, balancing accounts, and conducting audits.
• Monitor guest satisfaction scores and work to improve them.
• Follow sustainability practices related to HHM’s EarthView program.
• Practice safe work habits and adhere to OSHA standards.
• Assist in the breakfast area or with luggage during busy periods or staffing shortages.
• Ensure overall guest satisfaction.
• Perform additional duties as assigned by management.

Your Background and Skills

• High School diploma or equivalent preferred.
• Experience in customer service or equivalent training required.
• Knowledge of PMS systems is a plus.

Work Environment and Conditions

• Work hours vary and may include holidays, weekends, and alternate shifts.
• Requires standing for long periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Our Values

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is an equal-opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or other protected categories.

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