Guest Service Agent

Minneapolis, MN, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $20.27

Work Schedule

Weekend Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Paid vacation

paid sick days

Holidays

Personal Days

Job Description

Sonesta International Hotels is a prominent name in the hospitality industry, ranking as the 8th largest hotel company in the United States and experiencing rapid growth. Boasting a diverse portfolio that includes a blend of full-service and focused hotels situated in major cities, Sonesta operates over 1000 properties across eight countries, highlighting its expansive reach and global presence. The company’s distinctive mix of owned, managed, and franchised hotels emphasizes its commitment to offering versatile lodging solutions that cater to a variety of traveler needs and preferences. At the core of Sonesta’s mission is a dedication to delivering hospitality driven by genuine human connection, infusing every guest encounter with passion, loyalty, and meaningful experiences. This emphasis on personalized service sets Sonesta apart in the competitive hotel market, reinforcing its reputation for quality and excellence in guest care.

The role of the Guest Services Agent (GSA) at Sonesta International Hotels plays a crucial part in upholding the brand’s service standards and operational excellence. This position entails direct interaction with guests as the initial point of contact, representing the hotel’s values and commitment to superior customer service. The GSA is responsible for a variety of front desk operations including guest registration, key issuance, handling inquiries regarding hotel amenities, and managing transactions efficiently and accurately. Beyond routine front desk duties, the Guest Services Agent supports the Operations Manager by overseeing the use of front desk technology systems and maintaining robust in-house guest relations throughout their shift.

This full-time role demands a blend of technical proficiency and interpersonal skills, as the GSA ensures smooth daily operations while fostering a welcoming atmosphere for guests. Working at Sonesta provides an opportunity to be part of a thriving hospitality company dedicated to sustained growth and excellence. The position offers a competitive pay rate of $20.27 per hour and benefits that promote the health and financial security of employees, including medical, dental, and vision insurance, paid vacation and sick days, and personal holidays.

Join Sonesta International Hotels as a Guest Services Agent and become integral in delivering outstanding service experiences that embody the company’s philosophy of hospitality with heart. This position is ideal for individuals who possess strong communication skills, enjoy working in dynamic hotel environments, and are eager to contribute to the success of a growing, internationally recognized hotel brand.

Job 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
Professional verbal and written communication skills
Mathematical skills 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

Job Qualifications

High school diploma or equivalent
One year of previous hotel experience or retail customer service preferred
Previous experience 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
Willingness to obtain ServSafe certification
May be required to obtain TIPS certification
Valid driver’s license required
Ability to stand for extended periods, bend, climb, kneel, move about the facility
Ability to carry, lift or pull items weighing up to 50 pounds
Willingness to work mornings, evenings, weekends, and holidays

Job Duties

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 in accordance with established procedures including posting all charges, completing cashier and other reports, preparing deposit, and counting/securing 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, and up-sell rooms to maximize revenue
Follow seasonal demand reservation strategy related to room type and pricing
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Service the shoppe and the pour ensuring guests receive offered services and products and comply with local laws for alcohol 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