Guest Service Agent

About the role

As a Guest Services Agent (GSA), you will consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. You will serve as the point person for Front Desk technology systems and in-house guest relations during your shift, representing the brand as the first point of contact for all guests entering the hotel.

Responsibilities

• Deliver 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 promptly and courteously.
• Accurately process all cash and credit card transactions in accordance with established procedures, including posting charges, completing reports, preparing deposits, and securing assigned bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and groups via phone or in-person; process cancellations, revisions, and updates.
• Up-sell rooms to maximize revenue, following the seasonal demand reservation strategy as communicated by hotel management.
• Service the shoppe and the pour, ensuring guests receive the service and products offered by the hotel while complying with local laws on 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.

Requirements

• High School diploma or equivalent required.
• One year of previous hotel experience or retail customer service preferred.
• Previous background in 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.
• Required to obtain a ServSafe certification.
• May be required to obtain a TIPS certification.
• Valid driver’s license required.

Skills

• Frequently standing, 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.
• Required to work mornings, evenings, weekends, and holidays.

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, and Accident Insurance