Night Audit - Overnight Front Desk AgentClub Quarters Chicago WackerChicago, IL
A property of: Club Quarters Hotels
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Job Description

Night Audit - Overnight Front Desk Agent - GEM

Reports directly to the Senior Guest Service Manager.  The Overnight Guest Experience Manager is responsible for providing high-quality customer service to all guests while handling the front desks' responsibilities and other duties as requested by the Senior Guest Service Manager.  This position is full time and must be able to work all days including weekends and holidays.

Job Requirements

Specific Duties

  • Provides optimal guest satisfaction by offering professional and efficient service through guest interaction.
  • Responsible for all aspects of operating the front desk.
  • Handles guest requests in a timely manner
  • Handles all phone calls to the front desk in a professional and courteous manner
  • Greet all arriving guests with a warm and sincere welcome
  • Communicates guest needs to appropriate departments to ensure guest satisfaction
  • Interacts directly with guests on all front desk issues i.e. reservation, billing inquiries, concierge duties, etc.
  • Handles and responds to all guest complaints received at the front desk communicating to the SGEM as needed
  • Assists co-workers and works as a team to create a positive environment for guests and staff
  • Monitors arrangements for all V.I.P., Special Attention and Long Stay guests
  • Makes appropriate decisions, analyze situations and react accordingly when the hotel operation is affected
  • Remains calm and authoritative in fire & safety issues.
  • Proficient in the use of SMS and other equipment including kiosks; able to analyze and resolve problems with PMS and/or interfaces in a timely manner; knowledgeable of procedures related to the front desk  operation
  • Provides Concierge Service for guests and remain knowledgeable and updated on local events, services etc.
  • Attends departmental meetings and/or events for the front desk and hotel as requested by the SGEM
  • Responsible for cash drawer assigned amount and cash handling
  • Supervises housemen duties for guest requests
  • Balances room inventory for arrivals daily to maximize room revenue as per policy
  • Responsible for appropriate revenue collection from all guests by ensuring they receive a bill for services provided, all credit cards on file are valid, credit is not extended beyond the appropriate levels, etc.
  • Provides reservation services when required
  • Perform any other duties as requested by the SGEM or Hotel Manager

Job Details

Entry level
Bonus Plan

About this location

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Club Quarters Chicago Wacker
Built in 1928, this historic Chicago hotel is located inside Mather Tower
and overlooks the Chicago River. It features free WiFi, and rooms which
can have city or river views. Luxury shopping along the Mashow more
show more
Address75 East Wacker Drive, Chicago, IL, 60601 View map
Property typeHotel 
room Count251-500 
location TypeUrban 
Company Logo
This property is managed by
Club Quarters Hotels