Job Description
Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent/Night Auditor for the Hilton Chicago/Oak Lawn Il. Job Purpose: Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current 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.
• Promptly respond to and resolve guest complaints • Answer telephone promptly and properly being polite, courteous, and friendly • Be friendly, thorough, accurate and efficient in taking reservations • Be friendly, thorough, accurate and efficient in performing Check-ins • Be friendly, thorough, accurate and efficient in performing Check-outs (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner • Assist guests with luggage upon their arrival to and departure from the hotel • Use the guests’ names • Be knowledgeable and helpful about the local area, the hotel and hotel services • Handle messages, wake-up calls, mail, and faxes properly • Assist guests’ with laundry/dry cleaning needs • Know of incoming VIPs • Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manger. • Be an enthusiastic, helpful and positive member of the team • Be professional, responsible and mature in conduct and behavior • Be understanding of, encouraging to and friendly with all co-workers • Be self-motivated and use time wisely • Maintain open line of communications with each department • Communicate pertinent information • Respond positively to new ideas • Openly accept critical/developmental feedback • Maintain effective communication through the use of meetings, log books and bulletins • Be available to help other departments in emergency situations • Adhere to all work rules, procedures and policies established by the company including, but not • limited to those contained in the associate handbook.
• Safety and Security Skills • Properly handle and account for keys • Be knowledgeable of policies regarding emergency procedures and security concerns • Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available • Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and • services; have in depth knowledge of and regularly re-stock and sell pantry items • Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets • Have full understanding of franchise honors program • Ensure all customers establish credit upon check-in.
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: • Verifies all information on reservations check-in; name, address, method of payment, etc. • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers • Identifies and records special billing instructions and notifies accounting • Completes shift closing accurately by getting appropriate approval signatures and authorization codes • Adheres to hotel policies regarding the use of cash banks • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift • Report potential sales contacts to the sales department protection of guests’ room numbers.
Qualifications and Requirements: High School diploma /Secondary qualification or equivalent. Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards. This job requires the ability to perform the following: • Must be able to speak, read, write and understand the primary language(s) used in the workplace. • Must be able to read and write to facilitate the communication process. • Requires good communication skills, both verbal and written. • Must possess basic computational ability.
• Must possess basic computer skills. • Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions. • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. • Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task. • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• 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 subordinates • Vision occurs continuously with the most common visual functions being those of near vision and depth perception. • Ability to spend extended lengths of time viewing a computer screen. • Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment Other: • Being passionate about people and service. • Strong communication skills are essential when interacting with guests and employees. • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc. • Basic math skills are used frequently when handling cash or credit. • Problem-solving, reasoning, motivating, and training abilities are often used. • Have the ability to work a flexible schedule including nights, weekends and/or holidays Amazing Benefits At A Glance: • Team Driven and Values Based Culture • Medical/Dental/Vision • Vacation & Holiday Pay • Same-day pay available • Employee Assistance Program • Career Growth Opportunities/ Manager
Training Program • Reduced Room Rates throughout the portfolio • Third Party Perks (Movie Tickets, Attractions, Other) • 401(k) • Employee assistance program • Employee discount • Flexible schedule • Flexible spending account • Life insurance • Parental leave • Referral program Apply tot his job Apply tot his job Apply tot his job
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