Guest Service Agent

Viceroy Chicago, located at the site of the 1920's-era Cedar Hotel, among historic mansions and just steps to the Magnificent Mile and Lake Michigan, Viceroy Chicago offers a locally-inspired luxury experience with 180 guestrooms, including 18 suites. Explore modern, Midwest flavors at the hotel's restaurant or head up to the rooftop bar, pool and lounge, perched 18 stories high for a sweeping panorama of Great Lake views and Chicago's iconic, soaring skyline.

General Responsibilities Include:

• Liaise and communicate positively with guests, colleagues, and vendors, strengthening relationships both internally and externally while ensuring the provision of superior service levels for all amenities and services offered.

• Execute all registration processes revolving around arrival, inclusive but not limited to providing an introduction by name to Guest Valet/colleague performing escort, overview of key operation and offering further assistance (intuitive service) in accordance with check-in performance standards.

• Execute all registration processes revolving around departure, inclusive but not limited to handling payment processing according to any instructions on file in accordance with check-out performance standards.

• Execute all telecommunications processes inclusive but not limited to answering incoming calls, responding in a timely fashion and minimizing call transfers in accordance with telecommunications standards of performance.

• Inputs and receives resident information into the Opera PMS and other interfaces as required.

• Execute all cashiering processes, inclusive of posting charges to accounts in the Opera PMS.

• Work cohesively in collaboration with the Concierge, Telecommunications, Room Reservations, and Guest Services team to ensure a smooth and opportunity free experience for all residents and patrons.

• Enforce established policies and procedures regarding persons on property, reporting any concerns immediately to Hotel Management and Security.

• Comply with pre-established company and departmental rules and regulations at the hotel.

• Maintain a professional, neat and well-groomed appearance adhering to hotel grooming standards.

• Perform any other reasonable duties as required by hotel management.

Skills/Knowledge Required:

• Must possess a positive attitude

• Must be energetic and outgoing

• Must be service oriented

• Must be a team player

• Must be able to multi-task

• Must possess excellent interpersonal, analytical, and organizational skills

• Must have knowledge of basic arithmetic

• Must have the ability to input data and access information on the computer

• Flexible schedule- must be available to work a variety of shifts

• Fluency in English both verbally and non-verbally.

• Ability to input and access information in the property management system/computers/point of sales system.

• Ability to perform job functions with attention to detail, speed and accuracy.

• Prioritize and organize.

• Be a clear thinker, remaining calm and resolving problems using good judgment.

• Follow directions thoroughly.

• Understand guest's service needs.

• Work cohesively with co-workers as part of a team.

• Work with minimal supervision.

• Maintain confidentiality of guest information and pertinent hotel data.

Physical Requirements:

• Must be able to stand for long periods of time.

Qualification Standards:

Education: College degree preferred.

Experience: Minimum two years' experience within Guest Reception or a similar position preferably a luxury hotel setting.

Grooming: All colleagues must maintain a neat, and well-groomed appearance (specific standards will be provided)

This job posting in no way states or implies that these are the only duties to be performed by the colleague occupying this position. Colleagues will be required to perform any other job-related duties assigned by their supervisor.

EEO

Viceroy Chicago participates in the Department of Homeland Security's E-Verify program to verify the employment eligibility of all newly hired employees. Please review this important notice:

https://e-verify.uscis.gov/.../EverifyPosterEnglish.pdf