Front Desk Agent in Chicago, Illinois at Next Generation Staffing

Our client, a luxury hotel located in the Hyde Park area of Chicago, IL, is seeking a Front Desk Agent to serve as the first point of contact for our guests and deliver a warm, professional welcome from arrival to departure. The goal is to enhance the guest experience by efficiently managing check-ins and check-outs, responding to inquiries, and resolving concerns with care. As a Front Desk Agent, you will perform a combination of reception, reservation, and guest service duties to ensure each guest feels valued throughout their stay.

Front Desk Agent Duties & Responsibilities
Greet guests upon arrival, complete check-in procedures, and issue room keys in an efficient and welcoming manner.
Process check-outs, verify charges, post payments, and provide accurate receipts.
Answer phone calls, respond to emails, and assist with reservation inquiries, modifications, and cancellations.
Provide information about hotel amenities, room features, local attractions, dining options, and transportation.
Handle guest requests, complaints, and special accommodations, escalating to a supervisor or manager when appropriate.
Maintain accurate guest records and account information in the property management system.
Coordinate with Housekeeping, Maintenance, and Food & Beverage teams to fulfill guest needs and resolve room-related issues.
Process payments, including cash, credit card, and other forms of payment, and balance the cash drawer at the end of each shift.
Monitor lobby activity, ensure the front desk and lobby area are tidy and presentable, and uphold the hotel’s security standards.
Take and deliver messages, packages, and wake-up calls accurately and promptly.
Adhere to all hotel policies, brand standards, and confidentiality requirements regarding guest information.

Front Desk Agent Qualifications and Experience
Previous experience as a Front Desk Agent, Guest Service Agent, or in a hospitality, customer service, or relevant field preferred.
Strong verbal and written communication skills with a polished, professional demeanor.
Comfortable using property management systems, point-of-sale systems, and standard office software.
Excellent problem-solving skills with the ability to remain calm and courteous under pressure.
Strong attention to detail, accuracy with numbers, and ability to handle cash and credit transactions responsibly.
Customer service orientation with genuine warmth and hospitality.
Fluent in English; conversational Spanish is a plus.
Flexibility to work evenings, overnights, weekends, and holidays as the front desk is staffed 24/7.