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