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

Hilton Global in; Chicago (IL); On-site; USD 40,000 - 55,000; Full time

Job summary

Join a leading hospitality company as a Lead Guest Service Agent at the Embassy Suites by Hilton Chicago Downtown Magnificent Mile. This role focuses on delivering exceptional customer service, supporting the front office team, and maximizing hotel revenue through upselling. Ideal candidates will have a passion for guest experiences and career development. Enjoy comprehensive benefits including travel discounts, flexible shifts, and health insurance.

Benefits

Go Hilton travel program: 100 nights of discounted travel

Access to your pay when needed through DailyPay

Hilton Shares: Employee stock purchase at a 15% discount

Maternity and parental leave

Debt-Free Education through Guild Education

Flexible shifts and days off

Comprehensive health insurance, including Telemedicine

Mental health resources and counseling

Paid Time Off (PTO)

401K plan with company match

Qualifications

• Outgoing personality and genuine passion for guest experiences.
• Drive to develop career with Hilton.

Responsibilities

• Assist with guest check-in/check-out and ensure outstanding service.
• Support Guest Service Agents and respond to inquiries.

Skills

Customer focus

Dependability

Adaptability

Job description

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

The Embassy Suites by Hilton Chicago Downtown Magnificent Mile is seeking a Lead Guest Service Agent to join their front office team. If you have a passion for customer service, consider taking the next step and joining our team.

The ideal candidate should have an outgoing personality, a genuine passion for creating memorable guest experiences, and a drive to develop their career with us.

This position is eligible for an Up Sell Incentive!

Benefits of working for Hilton include:

• Go Hilton travel program: 100 nights of discounted travel
• Access to your pay when needed through DailyPay
• Hilton Shares: Employee stock purchase at a 15% discount
• Maternity and parental leave, including paid leave for birthing and adoptive parents
• Debt-Free Education through Guild Education
• Flexible shifts and days off
• Comprehensive health insurance, including Telemedicine
• Mental health resources and counseling
• Paid Time Off (PTO)
• 401K plan with company match

*Benefits may vary by property.

Responsibilities:

A Lead Guest Service Agent assists with guest check-in/check-out, ensures outstanding service, and supports the financial goals of the hotel. Specific duties include:

• Supporting Guest Service Agents and Front Office leadership
• Responding to guest inquiries promptly and courteously
• Providing directions and local information
• Maintaining knowledge of hotel services and local attractions
• Collaborating with team members and other departments

Additional responsibilities for the Lead include:

• Acting as the shift point of contact in the absence of supervisors or managers
• Handling escalated service recovery issues
• Completing manager checklists
• Promoting upsell and incentive programs
• Maximizing revenue through system knowledge and supplement programs

Qualifications:

Hilton values traits such as hospitality, integrity, leadership, teamwork, ownership, and a sense of urgency. Key attributes include:

• Quality
• Productivity
• Dependability
• Customer focus
• Adaptability

Working at Hilton:

Hilton is a global leader in hospitality, committed to providing exceptional experiences. Our vision is "to fill the earth with the light and warmth of hospitality," and our team members are central to this mission. Join us to be part of a company that values innovation, quality, and success.