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.