Guest Service Agent

About the role

We’re Sonesta International Hotels, the 8th largest hotel company in the U.S.—and growing fast. 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 supporting the Operations Manager.

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.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and/or groups, 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.
• 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.
• 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.

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.

Working Conditions

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.

Pay

Pay Range: $24.99 - $27.60; Pay rate outlined follows contract requirements.

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