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Guest Service Agent

Medical, Dental, Vision, 401K

Posted September 12, 2022

The Langham Chicago
Chicago, IL
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About This Job

PRIMARY OBJECTIVE OF POSITION: 

  • Displays a professional demeanor to all arriving, departing and in-house guests/clients.  Registers guests in/out of the hotel while promoting hotel amenities, services and upsells.  Provide maximum levels of guest service while resolving guest concerns.  Meets Langham Chicago Forbes service standards

RESPONSIBILITIES AND JOB DUTIES: 

  • Provide safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the guest
  • 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 and code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons 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, 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 guest-rooms and house accounts using computer system
  • Promptly answer the telephone and 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
  • Field guest complaints, conduct 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
  • Use the 1865 guest recognition program to record guest preferences and exceed guest expectations
  • File registration cards in room number order and complete all Guest Reception work according to SOP’s in place

EXPERIENCE REQUIRED: 

  • High School graduate or equivalent preferred.  College degree preferred with emphasis on Hospitality and Tourism
  • 3 years of previous full service guest relations experience required
  • Foreign languages preferred
  • CPR Certification and/or First Aid Training preferred
  • Luxury hotel experience preferred
  • Knowledge of Microsoft Works required
  • Knowledge of Opera a plus
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About this Employer

The Langham Chicago

330 North Wabash
Chicago, IL 60611

(312) 923-9988

246 Room Hotel

chicago.langhamhotels.com

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HOTEL AT A GLANCE

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.

ROOMS AND SUITES

268 guest rooms and 48 suites designed for the discerning traveller. Warm colour tones accented with rich textiles and dark woods create open and inviting spaces. Floor-to-ceiling windows provide sweeping vistas of the Chicago skyline and river. Modern conveniences and our signature amenities make every room a comforting place to unwind. 

DINING

Visual and edible masterpieces that will delight and indulge. Discover contemporary Seasonal American cuisine at Travelle. For a taste of our classic heritage, enjoy our Langham Afternoon Tea with Wedgwood alongside views of Chicago in our stunning lounge, Pavilion.

SPA AND FITNESS

Stay healthy even when you travel. Get a workout in our state-of-the-art fitness studio or take a dip in our indoor pool. Then, unwind and align your mind at our award-winning wellness retreat, Chuan Spa. Choose from a range of treatments inspired by Traditional Chinese Medicine, that is guaranteed to pamper the senses.

MEETINGS AND EVENTS

Exclusive downtown Chicago location. Elegant spaces adaptable for a variety of events and meetings. An intuitive team of organisers that will provide individual service and attention. 15,000 square feet of total event space, all equipped with the latest in specialised audio-visual equipment to ensure your private event is successful.

KIDS SUITE

The Kid’s Suite is a generously sized play space, designed for families to enjoy a variety of activities. Timeless board games such as Monopoly, Trouble and Candyland will captivate children of all ages, while Lincoln Logs, a miniature electric guitar and an oversized white board will ignite the imagination of the young and the young at heart.

CINEMA SUITE

This luxurious theater features a 111-inch screen and comfortable seating for up to twelve people—ideal for a family movie night, sophisticated presentation or an intimate gathering. The Cinema Suite is available on a complimentary basis for all hotel guests on a first come basis, and the authentic experience is elevated by a theater-inspired private dining menu, available upon request.