Guest Service Agent

Lotte Hotels Americas; Chicago (IL); On-site; USD 32,000 - 52,000; Full time

Job summary

LOTTE New York Palace is seeking a Front Desk Agent to manage registration, check-ins, check-outs and guest requests with a focus on a seamless arrival experience.

Responsibilities include handling phones, night audit activities, coordinating with the valet team, and ensuring accurate, courteous interactions that set the tone for a memorable stay.

Qualifications

• Exceptional interpersonal and communication skills.
• Fluency in the local language; additional language skills are a plus.
• Impeccable grooming and presentation.
• Able to stay calm and composed in high-pressure situations.
• Flexibility to work weekends, holidays, and various shifts.

Responsibilities

• Handle registration desk responsibilities including check in/check out.
• Answer phones and assist overnight guest inquiries.
• Coordinate with valet and other departments to fulfill guest requests.
• Run night audit and review arrivals/departures reports.
• Provide a warm welcome and deliver elevated guest experiences.

Skills

Exceptional interpersonal skills

Communication skills

Attention to detail

Ability to multitask

Calm under pressure

Education

High school diploma

Job description

• Reporting to the Front Office Manager, the Front Desk Agent is responsible for all registration desk responsibilities including check in and check out. The Front Desk Agent will assist with the sales and assignment of rooms. The Front Desk Agent will also assist with the delivery of an elevated guest experience.

Responsibilities to include some and/or all the following:

• Answering phones and dealing with overnight guest inquiries
• Running night audit property management systems or manual equivalents
• Be the warm welcome that kicks off a memorable guest experience.
• Previous experience with Opera/Opera Cloud preferred.
• Must have excellent communication skills.
• Excellent organizational skills.
• Possess a gracious, friendly, and fun demeanor.
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
• Review arrivals and departures reports thoroughly to effectively engage with all guests.
• Complete checklist during your shift and notify the Manager of any discrepancies or challenges.
• Communicate effectively with other departments to promptly meet guest requests and preferences.
• Coordinate with the valet parking team to ensure efficient and organized handling of guest vehicles.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Results oriented with the ability to be flexible and work well under pressure.
• Handle cash and credit transactions.
• Excellent interpersonal skills with strong written and verbal communication abilities
• Other duties as assigned by supervisor

Requirements

• Exceptional interpersonal and communication skills
• Fluency in the local language - extra language skills would be great, but not essential
• Impeccable grooming and presentation
• Ability to remain calm and composed in high-pressure situations
• High school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Ability to work a flexible schedule: weekends, holidays, AM, PM, overnight and overtime when needed.

LOTTE New York Palace is an Equal Opportunity employer.