Front Desk Agent - Candlewood Suites Chicago - O'Hare, IL (Finance)
At Intercontinental Hotels Group, we own, operate and franchise more than 3500 hotels, offering close to half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision: to be the most preferred, admired and successful hotel company the world over.
At Candlewood Suites® we want our guests to feel trusted and free to do what they want in their own space which means we need you to:
Be down-to-earth by being straightforward and natural
Be considerate by being respectful, perceptive and accommodating
Be friendly by being kind, approachable and light-hearted
Be reliable by being professional, a team player and resourceful
Your day to day
Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests
Check guests in, issue room keys, provide information on hotel services and room location
Ensure required identification is taken from guests at check-in in line with local legislative requirements
Answer phones in a prompt and courteous manner
Up-sell rooms where possible to maximize hotel revenue
Answer, record and process all guest calls, messages, requests, questions, or concerns
Record guest preferences in the system
Check guests out, including resolving any late or disputed charges
Accurately process all cash and credit card transactions using established procedures
Issue, control, and release guest safe-deposit boxes in line with hotel procedures
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Take action to solve guest problems/complaints using appropriate service recovery guidelines
Follow established hotel safety protocols and procedures always. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
What we need from you
You need a High School diploma or equivalent, plus one-year front desk/guest service experience and some college is preferred. You may be required to work nights, weekends, and/or holidays.
Frequently standing up behind the desk and front office areas
Handling objects, products, and computer equipment
Basic computer skills to operate various property management and reservations systems, etc.
Being passionate about people and service
Strong communication skills essential when interacting with guests and employees
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem solving, reasoning, motivating and training abilities are often used
What we offer
In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG. IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.