Guest Service Agent - Homewood Suites by Hilton, Schaumburg

Job Description

Job Description

The Front Desk Agent plays a vital role in ensuring the highest level of visitor and guest satisfaction by delivering superior customer service. This position is responsible for efficiently checking guests in and out of the hotel, managing phone calls, and addressing customer inquiries, all while creating a welcoming atmosphere for every guest.

Primary Duties and Responsibilities

Room Assignments, Changes, and Issues:

• Check guests into and out of the hotel with accuracy, efficiency, and courtesy, ensuring a positive first and last impression.
• Handle all payment transactions with diligence, balancing and verifying all monetary transactions in the appropriate accounts.
• Distribute room keys to guests and maintain confidentiality by following security protocols.
• Accurately document all aspects of room registration, including changes, charges, credit card transactions, and customer service inquiries.

Guest Service:

• Provide assistance to guests whenever possible, fostering a welcoming and helpful environment.
• Resolve escalated customer relations issues with professionalism and care, ensuring guest satisfaction.
• Answer inquiries regarding hotel policies, services, and amenities with clear and informative responses.
• Proactively respond to and follow up on all guest requests, ensuring they are satisfied with the hotel's services and accommodations.
• Positively represent and promote the hotel, enhancing the guest experience and reputation of the property.
• Ensure that systems and procedures are followed to maintain guest safety and security.

Other Duties as Assigned:

• Maintain a clean, organized, and visually appealing lobby and front desk area, ensuring it is well-stocked with necessary supplies.
• Compile, complete, and distribute reports to management and relevant staff accurately and on time.
• Report any maintenance, security, or safety issues to the appropriate personnel promptly to ensure a safe environment for guests and staff.

Skills, Educational Background, and Experience:

• High School Diploma or GED is required.
• Basic math skills are essential for handling payments and transactions.
• Previous front desk experience is highly preferred, showcasing customer service expertise.
• Familiarity with Windows-based software, including Microsoft Word, Excel, and Outlook, is highly preferred.
• Excellent organizational and prioritization skills to manage multiple tasks effectively.
• Strong ability to work collaboratively with colleagues and provide outstanding customer service.
• Superior communication skills, both verbal and written, to engage with guests professionally.
• Must be able to stand for extended periods and work holidays and weekends, including Saturdays and Sundays .

Join Our Team:
If you are a friendly, organized individual with a passion for customer service and a desire to create memorable experiences for guests, we invite you to apply for the Front Desk Agent position. Be part of a dedicated team committed to excellence!

Job Type: Full-time

Pay: $16-$17 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekends as needed

Experience:

• hotel front desk: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person

If offered, employment is contingent on cleared Background check.