Front Desk Clerk-Hilton Chicago/Oak Lawn, IL

Summary: Hotel Equities is a multi-award-winning hotel development and hospitality management company. They are currently seeking a Front Desk Clerk to provide professional and courteous service to guests, manage reservations, and handle guest inquiries and complaints. Responsibilities: - Greet and welcome guests upon arrival - Register guests into the computer, verifying reservation, address, and credit information - Promote 'preferred' guest program and provide recognition and benefits to all current members - Accept payment for guests’ accounts both at the time of registration and at checkout - Maintain a house bank and make a deposit and accurate report of receipts daily - Cash checks and exchange currency for guests - Issue key to and control entrance of safety deposit boxes - Post miscellaneous charges as requested - Promptly respond to and resolve guest complaints - Answer telephone promptly and properly being polite, courteous, and friendly - Be friendly, thorough, accurate and efficient in taking reservations - Be friendly, thorough, accurate and efficient in performing Check-ins - Be friendly, thorough, accurate and efficient in performing Check-outs - Greet and seat all guests and ensure a quality dining experience - Responsible for greeting every guest with a smile and positive attitude - Ensures that all guests are dealt with in a professional, consistent manner - Ability to diplomatically handle difficult situations and people - Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis - Maintain and enforce sanitation laws and safety standards with anyone entering the kitchen and restaurant area - Assist guests with luggage upon their arrival to and departure from the hotel - Use the guests’ names - Be knowledgeable and helpful about the local area, the hotel and hotel services - Handle messages, wake-up calls, mail, and faxes properly - Assist guests’ with laundry/dry cleaning needs - Know of incoming VIPs - Follow all applicable Company Standard Operating Procedures - Perform other assignments as directed by the General Manager - Be an enthusiastic, helpful and positive member of the team - Be professional, responsible and mature in conduct and behavior - Be understanding of, encouraging to and friendly with all co-workers - Be self-motivated and use time wisely - Maintain open line of communications with each department - Communicate pertinent information - Respond positively to new ideas - Openly accept critical/developmental feedback - Maintain effective communication through the use of meetings, log books and bulletins - Be available to help other departments in emergency situations - Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook - Safety and Security Skills - Properly handle and account for keys - Be knowledgeable of policies regarding emergency procedures and security concerns - Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available - Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items - Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets - Have full understanding of franchise honors program - Ensure all customers establish credit upon check-in - Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: - Verifies all information on reservations check-in; name, address, method of payment, etc - Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers - Identifies and records special billing instructions and notifies accounting - Completes shift closing accurately by getting appropriate approval signatures and authorization codes - Adheres to hotel policies regarding the use of cash banks - Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift - Report potential sales contacts to the sales department protection of guests’ room numbers Required Qualifications: - High School diploma /Secondary qualification or equivalent - Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards - Must be able to speak, read, write and understand the primary language(s) used in the workplace - Must be able to read and write to facilitate the communication process - Requires good communication skills, both verbal and written - Must possess basic computational ability - Must possess basic computer skills - Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions - Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems - Must be able to stand and exert well-paced mobility for up to 4 hours in length - Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis - Must be able to lift up to 20 lbs occasionally - Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity - Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates - Vision occurs continuously with the most common visual functions being those of near vision and depth perception - Ability to spend extended lengths of time viewing a computer screen - Requires manual dexterity to use and operate all necessary equipment - Must have finger dexterity to be able to operate office equipment Preferred Qualifications: - Being passionate about people and service - Strong communication skills are 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 - Have the ability to work a flexible schedule including nights, weekends and/or holidays Required Skills: Hotel management experience, Customer service, Communication skills Important Skills: Basic computer skills, Basic math skills Nice-to-Have Skills: Problem-solving, Teamwork, Flexibility Benefits: Medical, Dental, Vision for employee plus family, STD, LTD, Life insurance for employee plus family, 401K and match available after six months of employment, PTO/Holiday, Same-day pay available, Employee Assistance Program, Career Growth Opportunities/ Manager Training Program, Reduced Room Rates throughout the portfolio, Third Party Perks (Movie Tickets, Attractions, Other), Employee discount, Flexible schedule, Parental leave, Referral program