Front Desk Agent

Spearhead Hospitality is a Chicago based boutique hospitality management company with a portfolio that includes the Robey Hotel, Valedor, Canal Street Eatery & Market, Caché 310 with a potential of additional properties under management.

We are seeking a friendly, professional, and customer-focused Hotel Front Desk Agent to provide exceptional service and create a memorable experience for every guest. As the first and last point of contact, you play a key role in shaping each guest’s stay.

In this role, you'll greet guests upon arrival, manage check-in and check-out processes, assign rooms and distribute keys, and respond to general inquiries with accuracy and warmth. Your ability to deliver a personalized and seamless experience will help ensure guests leave with a lasting positive impression.

The ideal candidate will have excellent communication skills, a strong work ethic, and a genuine passion for guest satisfaction.

Duties & Responsibilities:

• Create a smooth, welcoming, and personalized check-in experience to ensure guests get the most out of their stay.
• Tailor each guest’s visit by identifying key personal details such as birthdays, anniversaries, weddings, or family/friend travel.
• Anticipate guest needs and coordinate with hotel departments to deliver exceptional service throughout their stay.
• Accurately verify and balance revenue from all sources, identifying and resolving any discrepancies.
• Post transactions promptly and accurately as needed.
• Engage with guests in a friendly, professional, and attentive manner at all times.
• Answer phone calls, fulfill guest requests, and handle inquiries efficiently.
• Make room reservations both in person and over the phone using hotel systems.
• Address guest complaints or concerns with empathy and resolve issues promptly to ensure satisfaction.
• Maintain clear, consistent communication with team members and management.

Skills:

• Experience in Guest Services, and strong knowledge of Opera Cloud, MARSHA, Shift4 and IMS
• Experience in night audit and/or front desk operations required
• Exceptional interpersonal skills to enhance the service standards throughout the operation
• Excellent communication, guest service and time management skills
• Attention to detail and accuracy in all tasks.
• Strong organizational skills with the ability to plan ahead and manage workload effectively
• Flexible Schedule with availability to work evenings, weekends, and holiday as needed
• Reliable team player with a collaborative mindset
• Working knowledge of basic computer skills including Microsoft Office and use of the internet
• High school diploma or equivalent required

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. WE DO NOT DISCRIMINATE WITH REGARD TO RACE, SEX, SEXUAL ORIENTATION, SEXUAL PREFERENCE, COLOR, NATIONAL ORIGIN, CITIZENSHIP, HANDICAP OR DISABILITY, AGE, VETERAN STATUS, MARITAL STATUS, PREGNANCY OR PREGNANCY RELATED MEDICAL CONDITIONS, OR ANY OTHER CATEGORY PROTECTED BY LAW IN REGARD TO ANY EMPLOYMENT DECISIONS.