Guest Service Agent

PRIMARY OBJECTIVE OF POSITION:

RESPONSIBILITIES AND JOB DUTIES:

• Complete the registration process by inputting and retrieving information from the Front Office operating 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 activate electronic keys. Discreetly confirm the room number and rate. Provide welcome folders containing room keys, certificates, special promotions as appropriate.
• Verify and register 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. Perform accurate, moderately complex arithmetic functions. Accurately post charges to guestrooms and house accounts using Front Office operating system.
• Promptly answer the telephone, assist guests, and input messages into the computer. Retrieve messages and communicate the content to the guest. 
• 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 guest concerns. Plan and implement detailed defect resolution steps by using experienced judgment and discretion.
• Use the Brilliant 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.
• Luxury hotel experience preferred.
• Knowledge of Front Office operating systems preferred.

SALARY RANGE:

$21.26-$26.57/hour

BENEFITS INCLUDED FOR FULL-TIME COLLEAGUES:

• Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law)
• Paid Holidays
• Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms (for applicable positions)
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling

EOE, Including Disability/Veterans

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/