Front Desk Agent

Millennium Knickerbocker Hotel Chicago Historic Luxury Hotel Downtown Chicago


Position Overview

The Millennium Knickerbocker Hotel Chicago, an iconic historic hotel located just off the Magnificent Mile, is seeking a polished, service-driven Front Desk Agent to join our Guest Services team. This role is ideal for a hospitality professional who takes pride in delivering an elevated, personalized guest experience in a high-volume luxury environment.

As the first and last point of contact, the Front Desk Agent sets the tone for the guest stay - managing arrivals and departures with warmth, discretion, and precision while serving leisure, business, VIP, and group guests in a fast-paced, full-service downtown hotel.

Key Responsibilities

• Deliver a gracious, professional welcome throughout the guest journey, from arrival through departure
• Perform check-in and check-out procedures with accuracy, efficiency, and attention to detail
• Manage individual and group reservations, room assignments, and guest profiles using Opera PMS
• Verify billing details, payment authorizations, and folios with accuracy and discretion
• Confirm group rooming lists and coordinate personalized services for VIP guests, event attendees, and repeat guests
• Proactively upsell room upgrades and hotel services in a refined, guest-centric manner
• Resolve guest concerns with sound judgment, professionalism, and a strong service-recovery approach
• Serve as a knowledgeable concierge resource, offering recommendations on hotel amenities and nearby Chicago attractions
• Maintain clear communication with Housekeeping, Engineering, Bell Services, and Management to ensure seamless operations
• Uphold all brand standards, service expectations, safety, and security procedures

Requirements

Qualifications & Experience

• Previous front desk or guest services experience preferred; luxury or full-service hotel experience strongly preferred
• Opera PMS experience preferred
• Prior hotel reservations or guest services experience preferred
• Preferred experience navigating OTA extranets to manage reservations, validate payments, and respond to guest inquiries
• Preferred working knowledge of Microsoft Excel for reports, logs, and guest tracking
• Strong communication and interpersonal skills with a poised, professional demeanor
• Ability to multitask and remain composed in a fast-paced, high-volume environment
• Flexibility to work varied shifts, including evenings, weekends, and holidays
• Positive attitude with a genuine commitment to service excellence
• Ability to work independently while contributing to a collaborative team environment

Physical & Work Requirements

• Ability to stand for extended periods and perform light lifting as required
• Comfortable working in a busy front desk environment with frequent guest interaction

Work Environment & What We Offer

• 300-room, historic, full-service luxury hotel in downtown Chicago
• Competitive hourly pay
• Professional, team-oriented culture focused on elevated service delivery
• Opportunities for growth within hotel operations

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance