Guest Service Representative

Guest Service Agent

With 424 guest rooms and nearly 25,000 square feet of event space including a Grand Ballroom that can host up to 800 guests, Chicago Marriott Naperville is a flagship hotel in Naperville, IL, voted one of America's coolest suburbs. Discover a prestigious hotel providing incomparable service while providing a fun and collaborative work environment. This is a fantastic opportunity to work alongside of and learn from a seasoned team while growing your career.

The Guest Service Agent is the first point of contact for all hotel guests. Responsible for responding in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquires regarding reservations, hotel information, directions, local attractions, and guest concerns.

Essential duties and responsibilities include:

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
• Answers all incoming internal and external phone calls for the entire hotel property.
• Takes all room service orders promptly and efficiently for in house guests.
• Handles all incoming computer chats for in house and upcoming guests.
• Answers inquires and accepts reservations, by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains excellent customer relations by answering questions and taking care of guest concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the internal radio system in order to communicate issues with urgency and efficiency.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift check list to insure accuracy of all aspects of the shift.
• Understands standard front desk check in and check out procedures.
• Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.

Requirements include:

• High school diploma or GED required.
• One year hotel front desk experience OR two years customer service experience preferred.
• Must be able to verbally communicate clearly with guests and fellow employees.
• Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
• Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
• Must be able to stand for extended periods of time.

Hours:

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, 365 days a year- any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.