Phone Operator- At Your Service in Chicago, Illinois at The Westin Michigan Avenue Chicago

Vinayaka Hospitality was founded in 2008 on a foundation of innovation, intelligence, and compassion. Our team takes pride in combining a passion for hospitality with practical hotel management. By collaborating with renowned brands like Hilton, Marriott, and Hyatt, we efficiently manage 12 properties across diverse locations. Committed to ongoing growth, we actively seek opportunities and are dedicated to helping both our team and hotels thrive. We remain responsive and proactive in our strategies for sales, marketing, and revenue, ensuring swift adaptability to market changes. Beyond Management, we cultivate strong partnerships with major industry players, showcasing our dedication to success in the ever-evolving world of hospitality

Join the team at The Westin Michigan Avenue Chicago — a landmark downtown hotel where elevated comfort meets iconic luxury. At The Westin, you’ll be part of a culture that champions well-being, innovation and extraordinary experiences for both guests and associates. Nestled on Chicago’s Magnificent Mile, you’ll work in a dynamic setting offering inspiring views, modern amenities and a commitment to “doing well, and doing good.” If you’re passionate about hospitality and ready to elevate your career in a role where your purpose matters, let’s create unforgettable moments together.

We are seeking a full-time At Your Service Agent/ Phone Operator to join our team in delivering exceptional guest experiences.

JOB SUMMARY

Attend to guests needs providing intuitive service throughout guest journey, including but not limited to pre arrival communication, in-house requests and departure, post-departure process. Communicate to guests and other departments to ensure guest requests are processed with efficiency and attention to detail.

ESSENTIAL FUNCTIONS

• Provide a warm and courteous greeting to all guests when answering phone calls or communicating through alternative channels, ensuring a welcoming and positive first impression.
• Respond to, record, and process all guest calls, requests, questions, and concerns with accuracy and professionalism.
• Promote the hotel’s rewards program by clearly communicating its benefits and recognizing and appreciating current members.
• Accurately receive, document, and relay messages across all hotel departments to support clear and timely communication.
• Process In-Room Dining orders efficiently during your shift, working closely with the Food and Beverage team to ensure all guest orders are placed, fulfilled, and billed correctly.
• Arrive promptly for each shift in full uniform, fully prepared with the necessary tools and resources to provide exceptional service.
• Review the day’s expected arrivals, including VIPs and special requests, to ensure all preparations are in place for a seamless guest experience.
• Monitor email communications regularly throughout the shift and share all relevant information with front desk agents, supervisors, and the Front Office Manager.
• Complete all assigned daily checklists accurately and efficiently, ensuring all tasks are finished and reported to the leader on duty prior to the end of the shift.
• Maintain oversight of support systems through Salesforce, ensuring all guest cases are handled promptly and in alignment with brand standards.
• Respond to guest and partner inquiries across multiple communication platforms, including phone, email, and in-person interactions, with professionalism and care.
• Collaborate closely with Engineering and Housekeeping teams to ensure timely completion of tasks and prompt resolution of guest needs

SUPPORTIVE FUNCTIONS

Assist concierge in handling mail and facilities and providing guests with information regarding hotel facilities and local attractions.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational skills.
• Must have excellent leadership capability and customer relations skills.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
  

Physical Demands

• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and talking ability and visual acuity.
• Requires manual dexterity to use and operate all necessary equipment.

This position has a fixed starting rate established by the applicable collective bargaining agreement.

Benefits:

Eligible employees may receive access to the following benefits, subject to the terms and conditions of the applicable plans and collective bargaining agreement:

• Paid time off, including:
  • Paid holidays
  • Sick leave
  • Vacation: 40 hours after first year of service; 80 hours annually after 10 years of service
• Health benefits:
  • Medical coverage through the Local 1 /Unite HERE Health & Welfare Plan
  • Dental coverage through the Local 1 / Unite HERE Health & Welfare Plan
• Retirement benefits:
  • Participation in the Local 1 / Unite HERE Retirement Fund (pension plan)
• Additional benefits:
  • Pre-paid legal services
  • Short-term disability and life insurance (per collective bargaining agreement)

Employee Assistance Program (EAP)

Benefits eligibility and coverage levels are governed by the applicable benefit plans and collective bargaining agreement.

We are an Equal Opportunity Employer and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws

Availability

This company operates seven days a week, 24 hours a day. We are looking for associates with open availability including weekends and holidays as the business demands might change.