Guest Services Agent

Study Hotels•Chicago, IL

8d•Onsite

About The Position

The Study at University of Chicago is seeking a full-time Guest Service Agent to provide genuine hospitality and exceptional service to our guests. As a key member of the Guest Services team, the Guest Service Agent supports the daily operation of the Front Desk and Living Room while helping create a welcoming, organized, and memorable experience throughout each guest's stay. This position manages guest arrivals and departures, reservations, requests, payments, and inquiries while serving as an important connection point between guests and hotel departments. Guest Service Agents should be comfortable balancing multiple priorities while remaining attentive, composed, and genuinely engaged with each guest. We are looking for an energetic, service-oriented individual who enjoys helping people, communicates confidently, and takes ownership of resolving guest needs. The ideal candidate is organized, dependable, and comfortable working in a fast-paced hospitality environment.

Requirements

High school diploma or equivalent preferred.
At least one year of experience in a customer-facing, hospitality, or service-oriented role preferred.
Warm, professional, and composed demeanor with a genuine interest in assisting guests.
Excellent verbal and written communication skills.
Strong organizational, follow-up, time-management, and multitasking skills.
Ability to manage multiple priorities and guest requests in a fast-paced environment.
Ability to work collaboratively and communicate effectively with all hotel departments.
Intermediate computer skills; familiarity with Microsoft Outlook, Word, and Excel preferred.
Ability to learn hotel property management, reservation, payment, and guest-service systems.
Proficiency in English required; additional language skills are a plus.
Flexible availability, including mornings, afternoons, evenings, weekends, holidays, and overnight shifts as business needs require.
Ability to stand for extended periods during a shift.
Ability to grasp, lift, carry, or otherwise move items weighing up to 50 pounds.

Nice To Haves

Previous hotel Front Desk or Guest Services experience is a plus.

Responsibilities

Provide warm, efficient, and attentive hospitality to guests throughout their stay.
Complete guest check-in and check-out procedures accurately, including room assignments, payment processing, and account review.
Manage reservations, room availability, guest profiles, and room assignments within the hotel's property management system.
Answer telephone and in-person inquiries professionally and provide accurate information regarding hotel accommodations, services, rates, and availability.
Assist with reservation requests and use appropriate selling techniques to support occupancy and room revenue.
Respond promptly to guest requests and coordinate with other hotel departments to ensure appropriate follow-through.
Provide information and recommendations regarding hotel services, dining, transportation, the University of Chicago campus, Hyde Park, and the surrounding area.
Assist with transportation arrangements, wake-up calls, special requests, and other guest needs.
Address routine guest concerns and billing questions professionally and involve leadership when additional assistance or service recovery is appropriate.
Accurately post room charges, payments, adjustments, receipts, and other transactions while following established cash-handling and payment procedures.
Maintain awareness of VIP guests, special requests, arrivals, departures, and relevant hotel activity.
Communicate important guest and operational information clearly during shift handoffs and with appropriate hotel departments.
Maintain an organized, professional, clean, and welcoming Front Desk and Living Room environment.
Support fellow team members and other departments as needed to contribute to the overall operation of the hotel.
Follow Study Hotels policies, procedures, safety standards, and guest-service expectations.
Perform other duties as assigned.