Swiss Service Agent (Overnight Relief)

WELCOME TO SWISSÔTEL CHICAGO

Swissôtel Chicago is a luxury 4 star/4 diamond hotel with 662 rooms and suites located in the heart of downtown Chicago. Inspired by our brand pillar, Vitality, our Swissôtel Chicago family is united by a common vision to re-engage, re-inspire and re-vitalize our commitment to delivering quality service, building quality relationships and living quality lives. 

 At Swissôtel Chicago, we put the emphasis on our people. We are extremely proud of our Vitality initiatives and offer a variety of wellness programs for our Colleagues, who – in turn – aspire to bring quality of life into our guests’ lives. Our goal is to provide a motivating and rewarding environment that attracts talented individuals who wish to develop their careers within a culture that values creativity and innovation in order to execute winning results aligned with our Vitality vision. Through our initiatives and Vitality culture, we have been named a Top Workplace by the Chicago Tribune for 8 years in a row!

Be Bold, Be Inspired, Be You.

WHAT YOU WILL BE DOING:

You are friendly, detail-oriented and love the rush of handling multiple tasks all at once. You love helping your team in delivering incredible experiences for your guests - and it just so happens you’ll be doing just that in an award-winning hotel.

The Swiss Service Agent is the heartbeat of the hotel operation!  They process all external and internal calls either by redirecting calls or assisting the caller. The Swiss Service Agent takes ownership of the caller’s request and follows up according to the hotel’s standards. The Swiss Service Agent is our guest’s trusted guide, providing accurate information relating to all aspects of the hotel assisting all external and internal guests in operating the telephone system.  

Please note, this position will provide overnight relief to our night Swiss Service agent. The schedule will include at least two overnight shifts (11 pm – 7:30 am) per week, subject to change based on business needs.

• Answer all incoming calls and accurately transfer callers to the appropriate extensions according to the resort’s standards
• Communicate internal and external guest requests via applicable resort software
• Maintain and monitor the Royal Service software system
• Ensure all requests logged in the Royal Service software are followed up according to the hotel’s standards
• Any other tasks that may be assigned

Physical aspects of the position include but are not limited to the following: 

• Frequent sitting throughout shift
• Occasional lifting and carrying up to 25 lbs
• Occasional bending, kneeling, pushing, pulling
• Occasional ascending or descending ladders, stairs and ramps

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Service focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system

• Fluency in English; additional languages are a plus 1 year in related and/or equivalent hospitality experience preferred
• Flexibility in working different and rotating shifts.
• Demonstrate strong communication skills both verbal and written.
• Multi-tasking, attention to detail, administrative duties and customer service skills required

WHAT IS IN IT FOR YOU:

• Position Hourly Rate: $25.70, plus $1 hourly overnight premium for overnight shifts.
• Employee Benefit Card offering discounted rates at Accor worldwide
• Learning & Development programs through our Academies
• Opportunity to develop your talent and grow within our property and across the world!
• Ability to make a difference through our Corporate Social Responsibilities, such as Sustainability, Diversity, Inclusion & Belonging
• Comprehensive Benefit Package which offers:
  •  Health, Dental, Vision, Life, Disability & AD&D insurance, Accidental Injury Insurance, Hospital Support, Critical Illness Insurance, 401K plan, Paid leave such as Vacation, Personal, Maternity/Paternity and Holiday.