Job description
Situated between the energy of Downtown Chicago and the convenience of the nation’s busiest airport, Loews Chicago O’Hare Hotel is truly the best of both worlds. Complete with rotating art gallery showcases by local artists, lux amenities and upscale accommodations - our property is truly an O’Hare Oasis.
Job Specific
- Perform as hotel ambassador to ensure the safety, security, and satisfaction of hotel guests
- Work in unison with the security and guest services departments at Universal Studios Escape to ensure an exceptionally seamless, safe, and memorable resort experience
- Direct all hotel emergency and evacuation procedures
- Coordinate the search and resolution of all lost child situations
- Coordinate hotel’s VIP services program
- Greet and escort VIP’s to guestrooms upon initial arrival to hotel and coordinate servicing of special requests during their stay
- Respond to requests by guests or departments for assistance in any guest-related problem that has not been adequately resolved
- Follow up with guests who have required prior MOD assistance to ensure that their difficulties have been completely resolved
- Conduct regular monitoring rounds of guest areas, including recreational areas, food and beverage outlets, and function spaces
- Inspect hotel areas for safety, cleanliness, and overall condition
- Ensure adherence to required department staffing levels
- Personally assist or coordinate the resolution of deficiencies noted during rounds
- Assist any department as needed based upon service demands
- Specifically assist Conference Services or Banquet Service as needed if production or service backlogs exist
- Maintain a log of all deficiencies noted and assistance provided
- Prepare shift reports detailing activities completed
- Prepare other reports as requested
- Coordinate the timely resolution of guest problems or complaints, providing complimentary products or services or financial adjustments as appropriate
- Evaluate changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
- Personally communicate relocation requirement to any guest who needs to be walked due to a sold-out situation
- Personally coordinates, with the assistance of Security department and local law enforcement officials, any necessary eviction of a guest from hotel property
- Assist Credit Manager/Guest Services Manager in obtaining necessary payments from guests who have significantly exceeded the hotel’s credit limit
- Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and ensure guest satisfaction
- Attend Guest Services department and hotel staff meetings
- Other duties as assigned
General
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management and fellow employees
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Qualifications
- Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
- Minimum two years guest service management experience
- Extensive knowledge of all hotel departments
- Excellent communication skills – oral and written
- Excellent guest service skills
- Knowledge of all state innkeeper laws
- Able to work a flexible schedule, including weekends and holidays
- Multilingual preferred
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