Millennium Knickerbocker Hotel Chicago
Historic Luxury Hotel | Downtown Chicago
Position Overview
The Millennium Knickerbocker Hotel Chicago, an iconic historic hotel located just off the Magnificent Mile, is seeking a polished, service‑driven Front Desk Agent to join our Guest Services team. This role is ideal for a hospitality professional who takes pride in delivering an elevated, personalized guest experience in a high‑volume luxury environment.
As the first and last point of contact, the Front Desk Agent sets the tone for the guest stay — managing arrivals and departures with warmth, discretion, and precision while serving leisure, business, VIP, and group guests in a fast‑paced, full‑service downtown hotel.
Key Responsibilities
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Deliver a gracious, professional welcome throughout the guest journey, from arrival through departure
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Perform check‑in and check‑out procedures with accuracy, efficiency, and attention to detail
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Manage individual and group reservations, room assignments, and guest profiles using Opera PMS
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Verify billing details, payment authorizations, and folios with accuracy and discretion
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Confirm group rooming lists and coordinate personalized services for VIP guests, event attendees, and repeat guests
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Proactively upsell room upgrades and hotel services in a refined, guest‑centric manner
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Resolve guest concerns with sound judgment, professionalism, and a strong service‑recovery approach
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Serve as a knowledgeable concierge resource, offering recommendations on hotel amenities and nearby Chicago attractions
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Maintain clear communication with Housekeeping, Engineering, Bell Services, and Management to ensure seamless operations
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Uphold all brand standards, service expectations, safety, and security procedures
Requirements
Qualifications & Experience
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Previous front desk or guest services experience preferred; luxury or full‑service hotel experience strongly preferred
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Opera PMS experience preferred
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Prior hotel reservations or guest services experience preferred
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Preferred experience navigating OTA extranets to manage reservations, validate payments, and respond to guest inquiries
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Preferred working knowledge of Microsoft Excel for reports, logs, and guest tracking
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Strong communication and interpersonal skills with a poised, professional demeanor
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Ability to multitask and remain composed in a fast‑paced, high‑volume environment
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Flexibility to work varied shifts, including evenings, weekends, and holidays
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Positive attitude with a genuine commitment to service excellence
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Ability to work independently while contributing to a collaborative team environment
Physical & Work Requirements
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Ability to stand for extended periods and perform light lifting as required
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Comfortable working in a busy front desk environment with frequent guest interaction
Work Environment & What We Offer
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300‑room, historic, full‑service luxury hotel in downtown Chicago
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Competitive hourly pay
- Professional, team‑oriented culture focused on elevated service delivery
Opportunities for growth within hotel operations
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Benefits
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401(k)
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401(k) matching
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Dental insurance
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Employee discount
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Flexible schedule
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Health insurance
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Health savings account
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Life insurance
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Paid time off
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Vision insurance
