Guest Service Agent

Sonesta International Hotels is the 8th largest hotel company in the United States and continues to grow rapidly. Known for its expansive portfolio that includes a mix of full-service and focused hotels located in major cities, Sonesta manages a diverse collection of owned, managed, and franchised properties that span across more than 1000 locations in eight countries. This extensive presence allows Sonesta to be a part of the communities where its guests want to stay, delivering exceptional hospitality experiences that are both personal and memorable.

The company is driven by a strong commitment to human-centered hospitality, placing great emphasis on delivering service with passion and loyalty. This mission is reflected in the unique Sonesta experience that focuses on quality, value, and genuine connections with guests, creating lasting impressions and fostering guest loyalty. Sonesta's motto, "Together We Thrive," speaks to its collaborative work culture and dedication to bringing excellence in every aspect of guest stays.

The role of Guest Services Agent (GSA) at Sonesta is vital in maintaining the company’s commitment to quality service and operational success. As the first point of contact for guests entering the hotel, the GSA represents the Sonesta brand by providing warm, efficient, and personalized service. The position is integral in supporting the Operations Manager and ensuring smooth front desk operations, handling the full spectrum of guest interactions and managing front desk technology systems.

The Guest Services Agent plays a key role in making guests feel welcomed by registering guests, issuing room keys, and providing detailed information about hotel services and room locations. They are also responsible for accurately managing all financial transactions in alignment with Sonesta’s established procedures, including handling cash and credit card payments, completing reports, preparing deposits, and safeguarding the assigned cash bank. Stressing security and confidentiality, the GSA maintains the protection of cash, credit card transactions, and sensitive guest information.

Additionally, the GSA may handle guest reservations, including bookings for individuals or groups, and is encouraged to upsell rooms to maximize hotel revenue. The role requires adherence to seasonal demand reservation strategies as outlined by hotel management to optimize pricing and room allocation. Coordination and communication with other hotel departments and shifts are crucial for maintaining teamwork and delivering quality service.

This position also involves managing special guest requests, ensuring proper delivery of services, and overseeing the shop and bar to provide products and services within compliance of local alcohol laws. The role demands strict compliance with all relevant federal, state, and local laws concerning health, safety, and alcohol service regulations.

Sonesta International Hotels provides a rich benefits package to support the health and financial well-being of its employees, including medical, dental, and vision insurance, a health savings account with company match, and a 401(k) retirement plan also matched by the company. Employees receive paid vacation and sick days, hotel discounts, educational assistance, parental leave, life insurance, disability insurance, and various other perks designed to enhance employee satisfaction and security.