Guest Service Agent / Night Auditor

The Whitehall Hotel; Chicago (IL); On-site; USD 35,000 - 45,000; Full time

Job summary

The Whitehall Hotel in Chicago seeks a guest service professional to represent the hotel through all stages of a guest’s stay. You will register guests, assign rooms, handle special requests, and ensure a smooth checkout with a high level of courtesy and privacy.

Responsibilities include maintaining room status with housekeeping, coordinating with maintenance, and using persuasive selling to promote services while delivering superior customer care at all times.

Qualifications

• High school diploma or equivalent; previous hotel-related experience preferred.
• Knowledge of surrounding areas and local events; ability to follow credit, check cashing, and cash handling policies.
• Ability to communicate professional manner and work a flexible schedule including evenings, weekends and holidays.

Responsibilities

• Provide excellent guest service
• Maintain an inventory of vacancies, reservations and room assignments
• Know cancellation procedures and the reservations department
• Register arriving guests and assign rooms
• Coordinate room status updates with housekeeping and maintenance
• Sell rooms using persuasive techniques and promote other hotel services
• Handle guest check-outs and monetary transactions
• Maintain guests' privacy and a professional appearance

Skills

Customer service

Cash handling

Communication

Front desk operations

Schedule flexibility

Education

High school diploma or equivalent

Tools

Front office equipment

Job description

Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

Essential Duties and Responsibilities

• Provide excellent guest service
• Maintain an inventory of vacancies, reservations and room assignments
• Possess a working knowledge of the reservations department, takes same day reservations and future reservations when necessary, knows cancellation procedures
• Knowledgeable of room locations, types of rooms available, and room rates
• Register arriving guests and assigns rooms
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
• Coordinate guest room maintenance work with the engineering and maintenance division
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
• Know daily activities and meetings taking place in the hotel and surrounding areas
• Report any unusual occurrences or requests to the manager or assistant manager
• Manage and resolves all guest complaints in a professional and courteous manner
• Process guest check-outs and handles monetary transactions
• Maintain customers’ privacy
• Maintain a high level of professional appearance and demeanor
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent. Previous hotel-related experience preferred. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.
• Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to work a flexible schedule, including evenings, weekends and holidays.

Source: Hospitality Online