Guest Service Agent

Job DetailsJob Location: Nobu Hotel Chicago - Chicago, IL 60607Position Type: Full TimeEducation Level: 4 Year DegreeSalary Range: $21.45 - $25.20 HourlyTravel Percentage: NoneJob Shift: AnyJob Category: Hospitality - HotelJob Summary

The Guest Service Agent is responsible for providing exemplary service to each guest they encounter in person or by phone. The Guest Service Agent honors sincerity in service and makes everyone feel that they’ve come home.

 

Essential Functions


Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
Maintain complete knowledge at all times of: hotel features and services, room rates, special packages and promotions, daily house count, room availability, scheduled in-house group activities, locations and times, and VIP guests
Anticipate guests’ needs and respond promptly. Acknowledge all guests, however busy and whatever time of day
When requested, assist other members of the Front Office team in executing their duties
Resolve all guest complaints in a timely manner and ensure guest satisfaction
Monitor and maintain cleanliness, sanitation, organization of assigned work area(s) and ensure supplies are stocked daily
Attend pre-shift meeting and review all information pertinent to the day's business
Ensure that the standards for guest check in and check out are maintained
Ensures that all guest data is collected and correct upon arrival
Maintains detailed notes on VIPs, updates dossiers accordingly, and distributes the information to the appropriate manager(s)
Consistently provides exceptional service to VIP guests and in the absence of a Manager, will perform the VIP room orientation in accordance to hotel standards
Answer the departmental phone within 4 rings and never leave a guest on hold for more than 30 seconds without an offer of a callback
Ability to provide guests information on future rates and availability and assist in making future reservations
Greet each guest by name
Display a high sense of urgency and willingness to help
Provides a crafted stay for each guest
Ensure discretion for our guests
Remain knowledgeable about local occurrences and venues both on and off property. Proactively execute all concierge requests and log accordingly
Monitor communication logs and ensure that guests receive follow up within the appropriate time
Adhere to the hotel’s cash handling policies and procedures
Work closely with all departments to ensure all service standards are met and guest service expectations are exceeded
Maintain availability to work all shifts, including overnight
Complete assigned duties within each shift
Navigates each shift fluidly and freely performs duties outside of assigned classification
Perform additional duties as instructed by the Director of Front Office or the Front Office Manager


 

Other Duties


All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities.   Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc
Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings
Comply with hotel grooming standards for both uniformed and non-uniformed associates
Comply with hotel attendance policy
Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

QualificationsWorking Conditions & Physical Requirements

Physical Effort:    


Significant portions of day require prolonged standing, moving and sedentary work.   Ability to visually review documents and computer screen throughout day.


 

Physical Environment:    


Ability to walk or stand for extended periods of time during course of shift.  


 

Manual Skills    


Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.


 

Work Schedule:    


Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.


 

Safety:    


Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise.  Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when