Front Desk - Guest Service Agent Sonesta ES Suites San Diego Rancho Bernardo

Job Summary

As a Front Desk Agent, you will be the guests' first point of connection as they enter the hotel. Throughout their stay, you will have the opportunity to build lasting impressions that we hope will result in guest loyalty. You can achieve this by handling all questions, requests, and complaints promptly and courteously. With your outgoing personality and ability to connect with others we rely on you to create memorable guest experiences with each guest.

Whatever the reason for their stay is, you play a key role in exceeding their expectations. Going above & beyond is what is going to set us apart from our competitors. We encourage creativity and want you to feel empowered to do whatever it takes to achieve the highest level of service.

• Manage and resolve all guest complaints and compliments professionally and courteously.
• Check guests in and out of the hotel efficiently, courteously, and professionally.
• Reconcile daily activities and close all necessary accounts.
• Learn the property systems and be able to navigate the system quickly and efficiently, including running reports and distributing accordingly.
• Follow and process proper cash/check/credit card/AR control procedures using proper guidelines and security. Maintain responsibility and proper security over cash and deposits at all time.
• Communicate with other departments to ensure guest requests are handled and follow up with guest to ensure needs are completed to their satisfaction.
• Look for potential leads through interactions with guests via phone and in person, and share information with sales team/GM.
• Answer the telephone and e-mails in a timely & professional manner.
• Must have the ability to multi-task in a fast-paced environment.

• Demonstrate a Spirit to Serve, Enthusiasm for Hospitality.
• High school education or equivalent experience.
• Professional in presentation and demeanor.
• Enjoy working with a team.
• Demonstrated ability to work under pressure in a busy environment.
• Ability to accurately follow instructions, both verbally and written.
• Ability to cross-train in other hotel related areas.
• Must show initiative, including anticipating guest and operational needs.

This position may require working weekends, holidays, and variable (AM, PM, Overnight) shifts based on business needs.

The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. 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. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class.

Those who are ineligible to work in the United States will not be considered.