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
- 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