The Guest Service Agent sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction. The ideal candidate has a passion for hospitality and going beyond for our guests.
Job Description
Work Environment
Must be able work in a fast-paced environment.
Guest-facing position standing behind desk.
Physical Demands
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
Must be flexible to work variable days of the week to include weekends and holidays.
Must be flexible to work variable shifts (days, nights, overnights).
Ten to twelve hour shifts sometimes required.
Education and Experience
High School diploma or equivalent required.
One year of previous hotel experience preferred.
Principle duties and responsibilities (Essential Functions) include:
Greet guests warmly and professionally.
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.
Maintain knowledge of upcoming events, local area, and hotel offerings.
May 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 manner.
Perform other duties as requested by management.
Qualifications and Skills
Professional verbal communication skills.
Excellent interpersonal and customer service skills, including dealing with difficult guests.
Excellent organizational skills and attention to detail.
Experience with Microsoft Office and Opera systems preferred.
Additional Job Description
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
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
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
