Front Desk Agent

Cambria Magnificent Mile is a hip, comfortable and sophisticated urban hotel situated in the heart of downtown Chicago. Our 52Eighty Rooftop lounge offers unparalleled views of the downtown splendor surrounding this distinctive property. Sound like a property you’d be proud to call your work home?

Our goal is to create raving Cambria fans and our focus is to offer our guests value and a level of personalized service that consistently delights. Ready to delight? We’re seeking passionate, friendly and focused front desk agents to join our team. Our front desk agents are responsible for efficiently and courteously handling the requests and transactions of the hotel guests. You’re truly the face of our hotel. If there’s a problem, you solve it. If there’s a complaint, you hear it and resolve it. Making each guest feel like they’re the most important guest – that’s the gig.

KEY RESPONSIBILITIES INCLUDE:

Guest Service

• Handle guest check-ins and check-outs efficiently and in a professional manner, informing guests of hotel’s facilities at time of registration.
• Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
• Coordinate with other departments to fulfill guest special requests.
• Answer guest questions regarding local area facilities and be able to give proper directions to these areas.
• Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.

Rooms

• Inform Housekeeping of vacant dirty rooms as they become available upon check-out.
• Update room status as Housekeeping notifies the desk of changes, if needed.
• Notify Housekeeping and Maintenance of any reported problems with rooms or grounds.

Reservations/Revenue

• Have working knowledge of reservations, procedures and yield management techniques. Take same day reservations and make accurate future reservations when necessary. Know cancellation and walked guest procedures and be able to perform them if needed.
• Assist in the verification, balancing and revenue maximization of hotel’s room availability.
• Follow proper cash handling procedures and be able to file and post all charges to Guest folios and ledger accounts.

Miscellaneous

• Communicate with the incoming shift Associates by logging pertinent information.
• Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
• Accept mail and deliveries, and administer guest safe deposit boxes.

OUR IDEAL FRONT DESK AGENT CHECKS THESE BOXES:

• An instantly recognizable (and contagious!) passion for hospitality.
• Energy and enthusiasm – the ability to stand for extended periods and interact professionally with a wide range of associates, guests and external customers
• Above average communication skills – you have patience, tact, and diplomacy. Ruffled feathers? Nope, not you.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Ability to access and accurately input information using a moderately complex computer system.

Job Type: Full-time

Experience:

• Hotel Front Desk: 1 year (Required)