Lead Guest Service Agent - Embassy Suites by Hilton Chicago Downtown Magnificent Mile

Hilton Worldwide, Inc.; Chicago (IL); On-site; USD 32,000 - 48,000; Full time

Job summary

An established industry player is seeking a Lead Guest Service Agent to enhance guest experiences at a premier hotel in Chicago. This role is perfect for someone passionate about customer service and eager to develop their career in hospitality. You will assist in managing guest check-ins and check-outs, respond to inquiries, and maintain high standards of service. Join a dynamic team that values integrity, teamwork, and exceptional service, while enjoying a range of benefits including flexible shifts, educational opportunities, and a supportive work environment. If you thrive in a fast-paced setting and love making guests feel welcome, this is the opportunity for you!

Benefits

Go Hilton travel program

DailyPay access

Employee stock purchase program

Maternity and parental leave

Debt-Free Education

Flexible shifts

Comprehensive Health Insurance

Mental health resources

401K plan with company match

Qualifications

• Passion for customer service and creating memorable guest experiences.
• Ability to assist team members and maintain positive relationships.

Responsibilities

• Assist with checking in and out guests to ensure outstanding service.
• Act as point of contact for guest and team member inquiries.

Skills

Customer Service

Communication Skills

Problem Solving

Teamwork

Adaptability

Tools

OnQ system

Nor1

FPG

Job description

Job Description - Lead Guest Service Agent - Embassy Suites by Hilton Chicago Downtown Magnificent Mile (HOT0BJL4)

Job Number:

HOT0BJL4

Work Locations:

Embassy Suites by Hilton Chicago Downtown Magnificent Mile 511 Columbus Drive Chicago 60611

The Embassy Suites by Hilton Chicago Downtown Magnificent Mile is searching for a Lead Guest Service Agent to join their front office team! If you are someone that has a passion for customer service, take the next step and join our fantastic team!

The ideal candidate must have an outgoing personality, a genuine passion to create memorable experiences for our guests and a drive to grow/develop your career with the team.

This position is eligible for an Up Sell Incentive!

What are the benefits of working for Hilton?*

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when you need it through DailyPay
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
• Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
• Flexible shifts and days off
• Comprehensive Health Insurance coverage for you and your family, including Telemedicine and at-home care via AmazonCare
• Mental health resources including free counseling through our Employee Assistance Program
• 401K plan and company match to help save for your retirement

*Available benefits may vary depending upon property-specific terms and conditions of employment

What will I be doing?

As a Guest Service Agent, you would be responsible for assisting Guest Service Agents in checking in and checking out guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Assist Guest Service Agents and Front Office leadership with the checking in and checking out of guests.
• Respond to guest inquiries in a timely, friendly and efficient manner.
• Provide driving and/or walking directions to guests to local destinations.
• Ensure a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions.
• Assist fellow team members and other departments wherever necessary to maintain positive working relationships.
• Provide or obtain accurate information.

In addition to the Guest Service Agent duties, the Lead Guest Service Agent will:

• Act as the point of contact on shift when a Supervisor or Manager is not present for all guest and team member questions or concerns.
• Attend to service recovery issues that need to be escalated from the Guest Service Agents.
• Complete manager checklist throughout shift.
• Promote FPG and other upsell/incentive programs.
• Maintain knowledge of OnQ system and supplement programs such as Nor1 and FPG to maximize revenue.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job:

Guest Services, Operations, and Front Office

Schedule:

Full-time

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