Guest Service Agent

Job SummaryThe Guest Service Agent is responsible for providing exemplary service to each guest they encounter in person or by phone. The Guest Service Agent honors sincerity in service and makes everyone feel that they’ve come home.Essential FunctionsMaintain complete knowledge of and comply with all departmental policies, service procedures, and standardsMaintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, locations and times, and VIP guestsAnticipate guests’ needs and respond promptly. Acknowledge all guests, however busy and whatever time of dayWhen requested, assist other members of the Front Office team in executing their dutiesResolve all guest complaints in a timely manner and ensure guest satisfactionMonitor and maintain cleanliness, sanitation, organization of assigned work area(s) and ensure supplies are stocked dailyAttend pre-shift meeting and review all information pertinent to the day's businessEnsure that the standards for guest check in and check out are maintainedEnsures that all guest data is collected and correct upon arrivalMaintains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s)Consistently provides exceptional service to VIP guests and in the absence of a Manager, will perform the VIP room orientation in accordance to hotel standardsAnswer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callbackAbility to provide guests information on future rates and availability and assist in making future reservationsGreet each guest by nameDisplay a high sense of urgency and willingness to helpProvides a crafted stay for each guestEnsure discretion for our guestsRemain knowledgeable about local occurrences and venues both on and off property. Proactively execute all concierge requests and log accordinglyMonitor communication logs and ensure that guests receive follow up within the appropriate timeAdhere to the hotel’s cash handling policies and proceduresWork closely with all departments to ensure all service standards are met and guest service expectations are exceededMaintain availability to work all shifts, including overnightComplete assigned duties within each shiftNavigates each shift fluidly and freely performs duties outside of assigned classificationPerform additional duties as instructed by the Director of Front Office or the Front Office ManagerOther DutiesAll Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etcAttend and participate in all hotel and/or departmental meetings, training sessions and other information meetingsComply with hotel grooming standards for both uniformed and non-uniformed associatesComply with hotel attendance policyComply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.Working Conditions & Physical RequirementsPhysical Effort:Significant portions of day require prolonged standing, moving and sedentary work. Ability to visually review documents and computer screen throughout day.Physical Environment:Ability to walk or stand for extended periods of time during course of shift.Manual SkillsSignificant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.Work Schedule:Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.Safety:Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.Education:High school diploma or equivalent vocational training certificate required. Some college or college degree preferred.Experience:Previous customer-facing experience with a Lifestyle/Luxury brand preferred.Computer Skill & Other Technical Skills:Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devicesCommunication:Ability to fluently comprehend and speak English required.Other:Must be customer-service centric and have excellent hospitality skills. #J-18808-Ljbffr Nobu Hotel Chicago