Guest Services Agent - Hotel Front Desk

About the role

We’re Sonesta International Hotels—an epic blend of full-service and focused hotels in major cities, with a uniquely diverse portfolio of owned, managed, and franchised properties across 1,000+ locations in eight countries. 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. 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 entering the hotel.

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, 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/or groups via phone or in-person; process cancellations, revisions, and updates.
• Up-sell rooms to maximize revenue and follow seasonal demand reservation strategies as communicated by management.
• Service the shoppe and pour, ensuring guests receive the service and products offered by the hotel while complying with local laws regarding 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; TIPS certification may also be required.
• Valid driver’s license required.

Physical demands

• 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.

Schedule

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

Pay

Hourly compensation range: $27.00 – $30.00. Base pay offered may vary depending on job-related knowledge, skills, and overall experience.

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