Guest Service Agent

PRIMARY OBJECTIVE OF POSITION:

The Overnight Guest Service Agent is responsible for ensuring a smooth and secure overnight operation at the Front Desk. This role serves as the primary point of contact for guests during the night hours, providing exceptional service, managing check-ins and check-outs, and supporting the Night Manager with administrative and auditing duties. The Overnight Guest Service Agents is dependable, professional, and able to work independently with a high level of attention to detail.

RESPONSIBILITIES AND JOB DUTIES:

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system; confirm pertinent information including number of guests and room rate. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons as appropriate. Requires continual standing and movement throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guestrooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate and compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning. Plan and implement detailed defect resolution steps by using experienced judgment and discretion.
• Regular attendance in conformance with the standards, which may be established by Langham from time to time, is essential to the successful performance of this position. Colleagues with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all colleagues are required to fully support processes in place for the safe and efficient operation of hotel facilities. 
• Provide safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the guest.
• Operate facsimile machine to send, receive, and log incoming transmissions (if applicable). Notify guests of incoming faxes using the message function of the computer.
• Use the Brilliant program to record guest preferences and exceed guest expectations.
• Attend Showtime at the start of each shift.
• File registration cards in room number order and complete all Guest Reception work according to SOP’s in place.
• Other duties as assigned by the supervisor which may not have been mentioned.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred. 

EXPERIENCE REQUIRED:

Prior hospitality experience preferred.

LICENSES OR CERTIFICATES:

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/chicago/