Guest Service Agent

Overview

Sonesta ES Suites Wilmington – Newark is hiring a Guest Services Agent (GSA). The GSA consistently delivers results that support the hotel’s mission by performing front desk duties and supporting the Operations Manager.

• Deliver Sonesta service in all guest interactions according to G.U.E.S.T. standards.
• Register guests, issue room keys, provide information on hotel services and room location, and answer phones in a prompt and courteous manner.
• Accurately process all cash and credit card transactions, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing assigned cash.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations, process cancellations, revisions, and updates, and upsell rooms to maximize revenue.
• Follow seasonal demand reservation strategy and room type and length of stay pricing communicated by hotel management.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the lobby and bar by ensuring guests receive the service and products offered by the hotel and follow all local laws with regard to alcoholic beverage sales.
• Ensure guest special requests are fulfilled and proper delivery of guest services is performed.
• 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 or retail customer service experience preferred.
• Experience in the extended stay industry preferred.
• Fluent English (reading, writing, speaking); 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, motivation, organizational and training abilities preferred.
• Experience with Microsoft Office and Opera systems preferred.
• Will be required to obtain a Serv Safe certification.
• May be required to obtain a TIPS certification.
• Valid driver’s license required.
• Frequently standing up, 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.
• Will be required to work mornings, evenings, weekends, and holidays.

• 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
• Accident Insurance

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 or protected veteran status.

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