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Front Desk Agent

posted October 9, 2019

Embassy Suites by Hilton Chicago North Shore Deerfield
Deerfield, IL
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764138 l

About This Job

Minimum Job Description, including but not limited to the following:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and 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 from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand 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 and refreshment center keys as appropriate. 

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, travelers checks, and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear 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 compromise, which may include authorizing revenue allowances.

Field guest complaints, conducting thorough 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, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.    

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times.  Can communicate well with guests.  Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.  Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  Ability to stand and move throughout front office and continuously perform essential job functions.  Ability to access and accurately input information using a moderately complex computer system.  Ability to observe and detect signs of emergency situations.  Ability to establish and maintain effective working relationships with associates, customers and patrons.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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About This Employer

Embassy Suites by Hilton Chicago North Shore Deerfield

1445 Lake Cook Road
Deerfield, IL 60015

(847) 945-4500

237 Room All Suite

embassysuites3.hilton.com

At A Glance

Located 14 miles from Chicago O’Hare International Airport, this hotel in Deerfield offers the perfect suburban setting amidst Fortune 500 companies. Settle in to your spacious two-room suite with home-like amenities including two flat-screen TVs, a wet bar area with a refrigerator, microwave and coffeemaker.

Discover great value with free made-to-order breakfast each morning and our complimentary Evening Reception. Dine in the restaurant or on busy days, choose from our delicious in-room dining options. Keep on top of work at the BusinessLink™ Business Center and take advantage of our express mail services.

Host a meeting or social event in our elegant Deerfield hotel. With more than 7,000 sq. ft. of flexible space, the hotel provides room for the perfect wedding for 120 guests or a conference for up to 125. Rely on our professional sales and catering team to create the perfect day.