Front Desk Agent

Royal Sonesta Downtown Chicago, IL•Berwyn, IL

1d•$27 - $28

About The Position

The Guest Services Agent (GSA) helps advance the hotel’s mission and overall success by meeting performance objectives at the front desk and supporting the Operations Manager. During their shift, the GSA is the point person for front desk technology systems and in-house guest relations. As guests’ first point of contact, the GSA represents the brand as they enter the hotel.

Requirements

High school diploma or equivalent.
Valid driver’s license.
Fluent English speaking, reading, and writing ability.
Professional verbal and written communication skills.
Ability to obtain a ServSafe certification.
May be required to obtain a TIPS certification.
Ability to frequently stand, bend, climb, kneel, and move about the facility; carry, lift, or pull items weighing up to 50 pounds; frequently handle objects and equipment; and stand for extended periods.
Availability to work mornings, evenings, weekends, and holidays.

Nice To Haves

One year of previous hotel experience or retail customer service experience.
Previous experience in the extended stay industry.
Additional language skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.
Experience with Microsoft Office and Opera systems.

Responsibilities

Deliver Sonesta Service in guest and client interactions according to Sonesta G.U.E.S.T. standards.
Register guests, issue room keys, explain hotel services and room locations, and answer phones promptly and courteously.
Process cash and credit card transactions accurately, post charges, complete cashier and other reports, prepare deposits, and count and secure the assigned bank.
Maintain the security of cash, credit card transactions, and guest information.
Book individual and group reservations when requested, process cancellations and revisions, update reservation information, and upsell rooms where possible.
Follow the seasonal demand reservation strategy communicated by hotel management for room type, length of stay, and pricing.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Serve guests at the shoppe and the pour, ensuring they receive the hotel’s offered service and products, and follow local laws regarding alcoholic beverage sales.
Fulfill guest special requests and ensure proper delivery of guest services.
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.