Lead Guest Service Agent - Embassy Suites by Hilton Chicago Downtown Magnificent Mile
Lead Guest Service Agent - Embassy Suites by Hilton Chicago Downtown Magnificent Mile
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Salary Not Disclosed
1 Vacancy
Job Description
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
- Hospitality Were passionate about delivering exceptional guest experiences.
- Integrity We do the right thing all the time.
- Leadership Were leaders in our industry and in our communities.
- Teamwork Were team players in everything we do.
- Ownership Were the owners of our actions and decisions.
- Now We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
TheEmbassy Suites by Hilton Chicago Downtown Magnificent Mileis searching for a Lead Guest Service Agent to join their front office team! If you are someone that has a passion for customer service take the next step and join our fantastic team!
The ideal candidate must have an outgoing personality a genuine passion to create memorable experiences for our guests and a drive to grow/develop your career with the team.
This position is eligible for an Up Sell Incentive!
What are the benefits of working for Hilton*
Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment thanks to innovative programs and benefits such as:
Go Hilton travel program: 100 nights of discounted travel
Access to your pay when you need it through DailyPay
Hilton Shares: Our employee stock purchase program (ESPP) you can purchase Hilton shares at a 15 percent discount!
Maternity and parental leave including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members including partners and adoptive parents
DebtFree Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education including: college degrees and professional certifications
Flexible shifts and days off
Comprehensive Health Insurance coverage for you and your family including Telemedicine and athome care via AmazonCare
Mental health resources including free counseling through our Employee Assistance Program
BestinClass Paid Time Off (PTO)
401K plan and company match to help save for your retirement
*Available benefits may vary depending upon propertyspecific terms and conditions of employment
A Lead Guest Service Agent is responsible in checking in and checking out guests in the hotels continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing
As a Guest Service Agent you would be responsible for assisting Guest Service Agents in checking in and checking out guests in the hotels continuing effort to deliver outstanding guest service and financial profitability. Specifically you would be responsible for performing the following tasks to the highest standards:
- Assist Guest Service Agents and Front Office leadership with the checking in and checking out of guests.
- Respond to guest inquiries and in a timely friendly and efficient manner
- Provide driving and/or walking directions to guests to local destinations
- Ensure a high level of product knowledge of the hotel including but not limited to directions hours of outlet operation hotel services hotel events and local and community events and attractions
- Assist fellow team members and other departments wherever necessary to maintain positive working relationships
- Provide or obtain accurate information
In addition to the Guest Service Agent duties the Lead Guest Service Agent will:
- Act as the point of contact on shift when a Supervisor or Manager is not present for all guest and team member questions or concerns.
- Attend to service recovery issues that need to be escalated from the Guest Service Agents.
Complete manager checklist throughout shift. - Promote FPG and other upsell/incentive programs.
- Maintains knowledge of OnQ system and supplement programs such as Nor1 and FPG to maximize revenue.
EOE/AA/Disabled/Veterans
Required Experience:
Unclear Seniority
Employment Type
Full-Time
