Guest Service Agent
About the role
This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations.
Responsibilities
- Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
- Aid guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
- Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.
- Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
- Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
- Cook up a storm with coordination with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
- Absolutely assist with room inventory management, upselling opportunities, and operational communication across departments.
- Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
- Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
- Support VIP arrivals, group check-ins, and special guest experiences as needed.
- Any other duties as assigned.
Requirements
Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
Ability to multitask and thrive in a fast-paced hospitality environment.
Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
Strong attention to detail, organization, and problem-solving skills.
Positive, collaborative, and service-focused mindset.
Ability to handle guest concerns professionally and create positive guest experiences.
Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
Qualifications
A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.
Skills
Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
Ability to multitask and thrive in a fast-paced hospitality environment.
Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
Strong attention to detail, organization, and problem-solving skills.
Positive, collaborative, and service-focused mindset.
Ability to handle guest concerns professionally and create positive guest experiences.
Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
Benefits
Medical, Dental & Vision Insurance
Health Savings Account (HSA) with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation & Sick Time
Paid Parental Leave
Company-Paid Life Insurance
Company-Paid Short-Term & Long-Term Disability
Hospital Indemnity, Critical Illness & Accident Insurance
Education Assistance
Sonesta Hotel Discounts
Additional Perks & Employee Discounts
Pay
Anticipated Pay Range: N/A
Schedule
Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.