Front Desk Agent

Sonesta Hotels

Chicago (IL)

On-site

USD 36,000 - 37,000

Full time

5 days ago

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Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company M"

401(k) Retirement Plan with Company M"

Paid Vacation and Sick Days

Disability Insurance

Job summary

Sonesta International Hotels is seeking a Guest Services Agent in Chicago to manage front desk tasks, greet guests, and provide information on services. You will answer inquiries, process check-ins/outs, and coordinate with shifts to ensure smooth operations.

The role requires solid English communication, basic math, and a customer-first attitude; previous hotel or retail experience is preferred. Some certifications may be needed.

Qualifications

High School diploma or equivalent is required.
One year of hotel or retail customer service experience preferred.
ServSafe and TIPS certifications may be required.
Fluent English, with strong communication skills.
Able to operate hotel technology systems.

Responsibilities

Register guests, issue keys, and provide information on services.
Answer phones promptly and courteously.
Process cash and credit transactions securely.
Maintain guest information privacy and security.
Assist with guest reservations and upsell when appropriate.
Support front desk operations and coordination with shifts.
Follow Sonesta Service standards in all guest interactions.
Comply with health, safety, and alcohol service regulations.

Skills

Fluent English

Verbal & written communication

Problem solving

Organizational skills

Customer service mindset

Teamwork

Education

High School diploma or equivalent

ServSafe certification

TIPS certification

Tools

Microsoft Office

Opera PMS

Job description

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel.

What you’ll be doing

DUTIES AND RESPONSIBILITIES

Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
Responsible to maintain the security of cash, credit card transactions, and guest information.
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. Up-sell rooms where possible to maximize revenue.
Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Issue, control and release guest safe-deposit boxes.
Comply with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

High School diploma or equivalent required.
One year of previous hotel experience, or retail customer service preferred.
Previous background from the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivating, organizational and training abilities preferred.
Experience with Microsoft Office and Opera systems preferred.
Will be required to obtain a ServSafe certification.
May be required to obtain a TIPS certification.
Valid driver’s license required.
Frequently standing up, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequently handling objects and equipment.
Standing for extended periods of time.
Will be required to work mornings, evening, weekends, and holidays.

Anticipated Pay Range & Additional Job Information

Additional Job Information/Anticipated Pay Range

Pay range is $26.00 to $27.00.

The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience.

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including: