Guest Service Agent

Sonesta International Hotels Corporation; Rosemont (IL); On-site; USD 28,000 - 31,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company | 

401(k) Retirement Plan with Company | 

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

Employee Perks and Discounts

Hospital Indemnity

Critical Illness Insurance

Accident Insurance

Job summary

Sonesta International Hotels Corporation is seeking a Front Desk Supervisor in Rosemont, IL to lead the front desk team, welcome guests, manage check-ins/check-outs, and uphold Sonesta's People People culture. The role requires hospitality experience, strong communication, multitasking, and flexible availability, including mornings, evenings, weekends, and holidays.

Proficiency with PMS and POS systems is preferred. Pay range $20.60 - $22.60/hr.

Qualifications

• Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
• Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Positive, collaborative, and service-focused mindset.
• Ability to handle guest concerns professionally and create positive guest experiences.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

Skills

Guest service

Communication

Team leadership

Multitasking

Tools

PMS systems

POS 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 Front Office is the heartbeat of the guest experience — and as the Front Desk Supervisor, you’ll help lead the team that creates welcoming, seamless, and memorable stays from check-in to check-out. This role is perfect for someone who thrives in a fast-paced hospitality environment and enjoys balancing guest service, team support, and daily hotel operations. You’ll help oversee Front Desk operations, support guest satisfaction, and ensure every interaction reflects the warmth and energy of Sonesta’s People People culture. If you’re service-driven, organized, collaborative, and passionate about hospitality leadership — we’d love to meet you.

What you’ll be doing

Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay. Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests. Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems. Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction. Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs. Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations. Assist with room inventory management, upselling opportunities, and operational communication across departments. Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas. Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times. Support VIP arrivals, group check-ins, and special guest experiences as needed. Any other duties as assigned.

The essentials

Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred. Strong communication, interpersonal, and guest service skills with a friendly and professional attitude. Ability to multitask and thrive in a fast-paced hospitality environment. Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred. Strong attention to detail, organization, and problem-solving skills. Positive, collaborative, and service-focused mindset. Ability to handle guest concerns professionally and create positive guest experiences. Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed. A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

Anticipated Pay Range & Additional Job Information

Pay Range $20.60 - $22.60/hr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families.

• 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

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.

We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.