Evening Guest Service Representative

Job Description

Job Description

JOB DESCRIPTION – GUEST SERVICE AGENT

EVENING PM SHIFTS

OUR STORY

With 424 guest rooms and nearly 25,000 square feet of event space including a Grand Ballroom that can host up to 800 guests, Chicago Marriott Naperville is a flagship hotel in Naperville, IL, voted one of America’s coolest suburbs. Discover a prestigious hotel providing incomparable service while providing a FUN and collaborative work environment. This is a fantastic opportunity to work alongside of and learn from a seasoned team while growing your career.

BENEFITS

• Competitive compensation package
• Full benefits package, including 401K and paid time off
• Professional development
• Hotel discounts at locations worldwide

JOB DESCRIPTION

The Guest Service Agent is the first point of contact for all hotel guests. Responsible for responding in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquires regarding reservations, hotel information, directions, local attractions, and guest concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
• Answers all incoming internal and external phone calls for the entire hotel property.
• Takes all room service orders promptly and efficiently for in house guests.
• Handles all incoming computer chats for in house and upcoming guests.
• Answers inquires and accepts reservations, by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains excellent customer relations by answering questions and taking care of guest concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the internal radio system in order to communicate issues with urgency and efficiency.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift check list to insure accuracy of all aspects of the shift.
• Understands standard front desk check in and check out procedures.
• Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.

REQUIREMENTS

• High school diploma or GED required.
• One year hotel front desk experience OR two years customer service experience preferred.
• Must be able to verbally communicate clearly with guests and fellow employees.
• Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
• Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
• Must be able to stand for extended periods of time.

HOURS

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, 365 days a year- any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.