Guest Service Agent

Sonesta Hotels International Corporation; Chicago (IL); On-site; USD 36,000 - 37,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company Me

401(k) Retirement Plan with Company Me

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Disability Insurance

Employee Perks and Discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent in Chicago to deliver exceptional service at the front desk and support operations. You will greet guests, manage check-ins/outs, process transactions, and coordinate with shifts to ensure smooth guest experiences.

The role requires strong English communication, basic math, and a customer-focused approach. Some certification requirements and weekend shifts are possible, with opportunities for growth within Sonesta’s hotel portfolio.

Qualifications

• High School diploma or equivalent required.
• One year of hotel experience or retail customer service preferred.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe certification may be required.
• TIPS certification may be required.
• Valid driver’s license required.

Responsibilities

• Register guests, issue room keys, and provide information on hotel services and location.
• Answer phones promptly and courteously.
• Process cash and credit card transactions per procedures.
• Maintain cash and guest information security.
• Routinely book guest reservations and upsell rooms when possible.
• Support seasonal reservation strategies and pricing guidance.
• Promote teamwork and excellent service across shifts.
• Assist with shoppe and beverage service in accordance with laws.
• Deliver guest requests and services.
• Manage safe-deposit boxes and comply with health and safety rules.

Skills

Fluent English

Verbal and written communication

Mathematical skills

Problem solving

Organizational skills

Training abilities

Education

High School diploma or equivalent

ServSafe certification

TIPS certification

Tools

Microsoft Office

Opera systems

Job description

We're People People. Are you?

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

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:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Go Beyond @SonestaHotels

WHO WE ARE

We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.