PT Agent Front Desk

Overview

Hotel: IC
- Chicago Magnificent Mile (ORDHA), 505 North Michigan Ave, 60611

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests.

Salary:
The salary range for this role is $26.24 to $28.42. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner, using the guest’s name during conversations. Depending on shift, input guest walk-up calls into the call sheet/system.
• Upsell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns, faxes, etc.
• Record guest preferences in the system and contribute to the service recovery process through tracking systems such as HotSOS. Collaborate with Engineering and other departments to resolve guest issues.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control and release guest safe-deposit boxes in line with hotel procedures.
• Communicate outstanding guest requests or issues to management for follow-up, such as Lost & Found inquiries or conference/catering questions.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times. Report health and safety incidents, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• Routinely book guest reservations for individuals and/or groups via phone or within the hotel; process cancellations, revisions, and information updates.
• Work as part of a team and communicate with other departments to ensure excellent quality and service.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, restaurant referrals, etc.

• High School diploma / Secondary qualification or equivalent. One year front office/guest service experience strongly preferred. Proficiency in Opera is preferred but not essential. Some college/university preferred. Must speak fluent English. Additional language skills preferred but not required depending on location of hotel.
• Ability to perform the following: frequently standing behind the desk and in front office areas; carrying or lifting items weighing up to 50 pounds / 23 kilograms; handling objects, products and computer equipment; basic computer skills to operate various property management and reservations systems.
• Basic math skills used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used.
• Ability to work a flexible schedule including nights, weekends and/or holidays.

Other:

• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities used when completing paperwork and logging issues/requests/information updates

• EEO Is The Law
  - Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/ Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please .
• Inter Continental Hotels & Resorts does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please  for our agency policy.