Front Desk Agent

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1,000+ properties in eight countries and counting.

About the role

The Front Desk Agent (FDA) is the main point of contact for our guests and therefore represents the brand as all guests enter the hotel. The Front Desk Agent is responsible for consistently delivering results that contribute to the mission and overall success of the hotel. The Front Desk Agent serves as the point person with regards to the Front Desk technology systems and in-house guest relations during their shift.

Responsibilities

• Greet, register, and assign rooms to guests
• Maintain adequate supplies at each front desk station
• Issue room key and provide instructions to Bellperson
• Maintain updated registration and key files at all times
• Answer inquiries pertaining to hotel services; registration of guests, and shopping, dining, entertainment, and travel directions
• Keep records of room availability and guests' accounts
• Compute bills, and collect payments
• Make and confirm reservations
• Post charges such as room, parking, food, liquor, or telephone to ensure collection of revenue
• Assist in reservations or PBX as needed
• Build solid relationships with colleagues
• Treat colleagues with respect and dignity
• Maintain outstanding interpersonal relations with guests and co-workers
• Contribute to building a positive team spirit
• Perform other duties and responsibilities as assigned
• Work in other areas of the hotel when needed to assist operations

Guest Service Standards

• Deliver passionate and engaging service to guests, recognizing individual guests and anticipating their unique needs to exceed expectations
• Consistently deliver the GUEST model:
  • Greet or welcome everyone warmly with a smile
  • Use eye and ear contact and guest’s name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone

Benefits

• 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