Guest Service Agent -Second shift

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. and growing fast. Our diverse portfolio of owned, managed, and franchised properties spans major cities, delivering quality, value, and amazing hospitality across 1,000+ properties in eight countries.

About the role

The Guest Services Agent (GSA) consistently delivers results that contribute to the hotel’s mission and success by accomplishing performance objectives covering the front desk and supporting the Operations Manager. The GSA serves as the point person for Front Desk technology systems and in-house guest relations during their shift, representing the brand as the first point of contact for all guests.

Responsibilities

• Deliver Sonesta Service in all guest and client interactions according to 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 cash and credit card transactions, including posting charges, completing reports, preparing deposits, and securing assigned bank.
• Maintain security of cash, credit card transactions, and guest information.
• Book, modify, and update guest reservations for individuals and groups via phone or in-person; handle cancellations and revisions.
• Up-sell rooms to maximize revenue.
• Follow seasonal demand reservation strategies for room type and length-of-stay pricing as directed by management.
• Service the shoppe and pour, ensuring guests receive products and services while complying with local alcohol laws.
• 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 service.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent required.
• One year of previous hotel experience or retail customer service preferred.
• Previous experience in the extended-stay industry preferred.
• Ability to speak, read, and write fluent English; additional 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 (available the first day of the month after hire date).
• 401(k) Retirement Plan with Company Match.
• Paid Vacation and Sick Days (2 weeks of vacation, 6 sick days, 10 paid holidays per year).
• Free parking.
• Free shift meal.
• $60 Shoes for Crews credit per year.
• Sonesta Hotel Discounts (over 1,200 hotels worldwide).
• 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.