Guest Service Agent

Overview

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive
—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary The Guest Services Agent (GSA) is responsible for 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. The GSA is the first point of contact and represents the brand as guests enter the hotel.

• 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 promptly and courteously.
• Accurately process all cash and credit card transactions in accordance with established procedures including posting charges, completing cashier and other reports, preparing deposits, and counting/securing the assigned bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Routinely book guest reservations for individuals and/or groups; process cancellations, revisions, and information updates. Upsell rooms where possible to maximize revenue.
• Follow the seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the shoppe and the pour by ensuring guests receive the services and products offered by the hotel. Follow all 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.

• 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.
• Serv Safe certification (required). May be required to obtain a TIPS certification.
• Valid driver’s license required.
• Frequently standing, bending, climbing, kneeling, and moving about the facility; ability to lift up to 50 pounds.
• Will be required to work mornings, evenings, weekends, and holidays.

Pay range is $23.10/hr this is a union position and the rate follows contract requirements.

• 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

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.