Guest Service Representative

About the role

The Front Desk Agent at Sonesta International Hotels is responsible for setting the tone for the brand's mission of "Wowing" guests with Amazing Moments. The role involves operating the front desk, assisting guests with inquiries and needs, and ensuring overall guest satisfaction.

Responsibilities

• Greet guests warmly and professionally
• Deliver quality customer service, respond, and anticipate customer needs
• Register guests, verify registration, issue room keys, and provide information on hotel services and room location
• Manage the operations of the front desk, ensuring minimal time is required for check in and checkout
• Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests
• Issue, control, and release guest safe-deposit boxes
• Maintain the security of cash, credit card transactions, and guest information
• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events
• Assist occasionally with Night Audit, PBX and Concierge duties as needed
• Maintain knowledge of upcoming events, local area, and hotel offerings
• Routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes
• Up-sell rooms where possible to maximize revenue
• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping
• Treat requests with professionalism, tact, and a courteous and professional manner
• Display a daily professional, courteous and positive attitude towards guests and fellow employees
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
• Support team to reach common goals
• Perform other job duties as requested by supervisors
• Understand and comply with Sonesta’s company and safety policies and OSHA and health department requirements
• Deliver high quality customer service and respond to customer needs

Qualifications and Skills

• Valid Driver’s License preferred
• Professional verbal communication skills
• Reading and writing abilities to understand departmental correspondences and complete all required departmental documents
• Excellent interpersonal and customer service skills, including dealing with difficult guests
• Excellent organizational skills and attention to detail
• Previous front facing guest service experience preferred
• Experience with Microsoft Office, related computer software programs, and Opera systems preferred

Understanding Sonesta’s Company and Safety Policies and Compliance with OSHA and Health Department Requirements

Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Expected Hours of Work: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight. Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position. Ten-to-twelve-hour shifts are sometimes required.

Travel

No travel required. On property work required.

Education and Experience

• High School diploma or equivalent required
• One year of previous hotel or customer service experience preferred

Additional Job Information

Anticipated Pay Range: $33.09 - $35.09 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

How We Reward You

At Sonesta, we support your health, financial future, and everything in between. Here’s a snapshot of what we offer:

• 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
• Employee Discounts (yes, you’ll want to use these ✈️)

Our Commitment to You: Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.