Front Desk Agent

Job Description: The Chicago Marriott O’Hare is looking for a full-time Front Office Agent to join our awesome team! Previous Marriott Hotels Front Office experience preferred.

Overview

The Front Office Agent will be responsible for providing excellent customer service while supporting the team to achieve the overall success of our service goals.

Responsibilities

Organize, confirm, and process guest check-ins/ check-outs and adapt for any changes. Secure payment, verifying and adjusting billing as needed. Provide guests with room and hotel information, directions, amenities and local interests. Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff.

Complete cashier and closing reports, counting the individuals’ bank at the end of each shift securely. Accept and record wake-up calls, delivering to the right department. Communicate any emergency, lost item or theft to proper security staff and/or management. Keep contingency lists in case of emergency and communicate any necessary messages.

Empathetically listen to guest inquiries and provide appropriate responses. Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) Block rooms in the computer and follow-through on designated requirements. Pre-register designated guests and prepare key packets. Communicate pertinent guest information to designated departments/personnel (i.

e., special requests, amenity delivery). Maintain confidentiality of all guests and hotel information. Employ attention to detail in order to ensure security guidelines are met for guest room access. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.

Follow up to ensure completion and guest satisfaction. Participate in department meetings. Positive attitude, while being a team player with a “sleeves-rolled-up” type mentality. Excellent communication and interpersonal skills. Perform other duties as requested by management.

Qualifications

At least 1 year experience in a hotel front office – Marriott Hotels experience preferred. Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by guests. Availability: Must be available to work days, evenings, weekends, and holidays.

Benefits

We offer Health and Dental Insurance, company-paid Life Insurance, Short-Term and Long-Term Disability Insurance, Vision, Critical Illness, Accidental, 401(k) and company match, Paid Time Off (PTO), free hotel rooms and hotel discounts. The Marriott Chicago O'Hare is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.