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About the Role
The Guest Services Agent (GSA) is the first point of contact for guests, representing the brand and serving as the primary liaison for front desk technology and guest relations during their shift. This role is crucial for delivering exceptional guest experiences and supporting hotel operations.
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, including posting charges, completing reports, preparing deposits, and managing assigned bank.
- Maintain the security of cash, credit card transactions, and guest information.
- Book guest reservations, process cancellations, revisions, and updates.
- Up-sell rooms to maximize revenue.
- Follow seasonal demand reservation strategies for room type and length of stay pricing.
- Promote teamwork and quality service through daily communication with other shifts and management.
- Service the shoppe and the pour, ensuring guests receive offered services and products.
- Follow all local laws regarding alcoholic beverage sales.
- Ensure guest special requests are fulfilled and proper delivery of guest services is achieved.
- 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 from 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.
- Will be required to obtain a ServSafe 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, evening, weekends, and holidays.
- Complete the full application in addition to submitting your resume.
Skills
- Guest relations
- Front Desk technology systems
- Cash handling
- Credit card processing
- Reservation booking
- Upselling
- Customer service
- Microsoft Office
- Opera systems
Location
- Onsite
Work Type
- Full-time
Experience Level
- 1 year hotel experience preferred
- 1 year retail customer service preferred
Education Level
- High School diploma or equivalent
Benefits
- Medical, Dental & Vision Insurance
- Health Savings Account (HSA) with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation & Sick Time
- Paid Parental Leave
- Company-Paid Life Insurance
- Company-Paid Short-Term & Long-Term Disability
- Hospital Indemnity, Critical Illness & Accident Insurance
- Educational Assistance
- Sonesta Hotel Discounts
- Additional Perks & Employee Discounts
About the Company
- Sonesta International Hotels is the 8th largest hotel company in the U.S., with a dynamic mix of full-service and focused hotels across major cities.
- The company has a diverse portfolio of owned, managed, and franchised properties in eight countries.
- Sonesta focuses on people, delivering service with passion, loyalty with purpose, and creating experiences that genuinely connect.
Equal Opportunity
- Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.