Guest Service Agent

Hilton Rosemont/Chicago O'Hare; Des Plaines (IL); On-site; USD 25,000 - 32,000; Full time

Job summary

Hilton Rosemont/Chicago O'Hare in Des Plaines, IL is seeking a front desk professional to attend to guests’ needs including registration, checkout and cashiering. You will greet guests on arrival, verify reservations, and promote the hotel's Reward Program.

This role requires accuracy with payments, maintaining the house bank, and coordinating with other departments to ensure smooth service. The hotel operates 24/7 and offers benefits and growth opportunities.

Qualifications

• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.

Responsibilities

• Greet and register guests, verify reservations, and promote loyalty programs.
• Accept payments at registration and checkout; manage house bank and cash handling.
• Issue keys and control access to safety deposit boxes; post charges as requested.
• Coordinate with front desk, telecommunications and supervisors to relay information.
• Ensure daily reports and forms are completed.

Skills

Customer service

Communication skills

Leadership capability

Detail oriented

Reading and writing

Job description

Job Summary

Attend to guests’ needs, including, but not limited to, registration, checkout and cashiering.

Description

HOTEL: Hilton Rosemont

Job Summary

Attend to guests’ needs, including, but not limited to, registration, checkout and cashiering.

Essential Functions

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the Hotel’s Reward Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
• Ensure all necessary reports and forms are completed daily.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.

Requirements

Specific Job Knowledge, Skills, and Abilities

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.
• Must have excellent leadership capability and customer relations skills.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

Physical Demands

• Must be able to stand and exert well-paced ability for up to 8 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Certifications: BASSET certification is required for this role in accordance with applicable alcohol service laws.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Availability

This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed work day, to include Holidays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.

In accordance with Illinois law, the compensation and benefits for this position are as follows:

Pay Range

$18.50 per hour

Compensation within this range will be determined based on relevant experience, skills, and other job-related factors consistent with applicable law.

Benefits

• Paid time off, including:
  • Paid holidays
  • Paid sick leave and/or paid leave
  • Vacation time
• Medical, dental, and vision insurance
• Life and disability insurance
• Employee Assistance Program (EAP)
• Employee discounts (e.g., hotel stays, food & beverage, and partner programs)

Paid Leave

This position is eligible for paid leave benefits in accordance with applicable state and local laws.

The Company provides paid leave benefits that meet or exceed legal requirements. Details regarding accrual, use, and eligibility will be provided upon hire.

Scheduling Expectations

• Evenings, weekends, and holidays
• Shifts based on occupancy levels, events, and seasonal demand

Schedules are communicated in advance in accordance with Company policy.

Equal Opportunity Employer

We are an Equal Opportunity Employer and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.