Guest Services Agent

Omni Hotels & Resorts; Chicago (IL); On-site; USD 27,000 - 38,000; Full time

Job summary

Omni Chicago Hotel seeks a friendly Guest Services Agent to assist guests and support hotel operations, ensuring memorable stays on the Magnificent Mile. You will engage guests with warm, professional service and manage front desk tasks as part of a cohesive team.

The role emphasizes clear communication, the ability to coordinate with multiple departments, and a focus on guest satisfaction. Flexibility to work weekends and holidays is required to deliver exceptional service.

Qualifications

• Previous hotel guest services experience preferred.
• Excellent customer service skills and professional presentation.
• Strong communication and organizational abilities; ability to multitask and stay calm under pressure.

Responsibilities

• Use friendly and appropriate expressions when engaging guests.
• Perform all front desk checklists AM, PM and Overnight (if needed).
• Handle guest inquiries and resolve issues to ensure satisfaction.
• Direct guests to Front Desk or meeting rooms and assist with VIP arrivals when possible.
• Assist in managing the hotel's guest amenity program and pre-arrival/post-stay calls.
• Maintain lobby presence during peak times and greet guests.

Skills

Customer service

Communication

Organizational skills

Professional appearance

Tools

Microsoft Office

Job description

Omni Chicago Hotel Experience Chicago's stunning architecture, lakefront beauty, and vibrant culture while building a career with purpose at Omni Chicago Hotel. There is something for everyone in Chi-Town; world class music, theater, dining, museums, sports, and shopping to name a few. Standing tall on the world-famous Mag Mile, our AAA Four Diamond all-suite hotel is just steps away from high end retail stores, world class dining, and many of the most popular tourist attractions in Chicago. At Omni we are known for our quality and exceptional service that delivers "The Most Magnificent Memories on the Mile." We only hire the best to ensure we continue our longstanding tradition. Omni Chicago's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, and the pride that comes from working for a company with a reputation for exceptional service. What truly sets us apart is our team. We foster a culture that values learning, growth, and empowerment, offering opportunities for advancement and a workplace where everyone can thrive. If you are a friendly, motivated person, with a passion to serve others, the Omni Chicago Hotel may be your perfect match.

Overview

The Guest Services Agent provides assistance and services for guests, as well as the hotel, in order to ensure pleasurable accommodations.

Responsibilities

• Use friendly and appropriate expressions when engaging guests
• Be able to perform all front desk agent checklists AM, PM and Overnight (if needed)
• Be able to use the hotel telephone systems
• Be able to perform all Ideal Services checklists AM, PM, and Overnight (if needed)
• Follow-up with guest complaints to ensure that any problems are resolved
• Direct guests to the Front Desk or meeting rooms
• Assist in the management of hotel guest's amenity program
• Assist in management and execution of the hotels pre-arrival, during stay and pre-departure calls.
• Notify the Front Desk and Guest Services of VIP arrivals whenever possible
• Engage in conversation with as many guests as possible
• Perform as "backup buddy" in the absence of a loyalty ambassador.
• Assist in the management of hotels text messaging and email correspondence with guests
• Attend all designated staff meetings and training sessions
• Work closely with all operating departments on the execution of our property VIP program.
• Maintain lobby presence during peak times in an effort to greet guests, escort guests and assist in management of front drive during high demand periods.
• Assist in the planning and execution of lobby activations during peak demand periods.
• Complete all tasks assigned by manager
• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications

Qualifications

• Previous experience with hotel guest services highly preferred
• Intermediate Microsoft office experience highly preferred
• Excellent customer service skills
• Must have strong communication, presentation, training and organizational skills
• Maintain a professional business appearance, attitude and performance
• Must be able to work a flexible schedule including weekends and holidays
• Ability to stand, sit, walk for extended portions of the work day
• Ability to lift up to 50lbs

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.