Front Desk Agent - Ritz-Carlton

Why us?

Iconic architecture, a vibrant culinary scene, beautifully landscaped public spaces, and an array of world-class museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago —located atop Water Tower Place in the historic Gold Coast — guests can explore everything from shopping along Michigan Avenue to viewing iconic works at the Art Institute of Chicago. Yet their most important first impression begins the moment they step through our doors.

As a Front Desk Agent, you are the face of the hotel and the heartbeat of the guest experience. You create seamless arrivals and departures,anticipate needs before they are expressed, and resolve concerns with professionalism and grace. Your warmth, confidence, and attention to detail ensure that every guest feels welcomed, valued, and cared for from the very first interaction.

Recognized globally as the gold standard of hospitality, The Ritz-Carlton selects only the most passionate and service-driven professionals. As one of our Ladies and Gentlemen, you will embody the values that define the world’s finest luxury brand. In a diverse and supportive environment where excellence is celebrated and growth is encouraged, you will be empowered to create meaningful, memorable moments — for our guests and for one another.

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.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.

Education/Formal Training

High School diploma or equivalent

Experience

1 Year previous customer service experience required.

Previous luxury hospitality expereince preferred.

Knowledge/Skills

• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and…