Guest Service Agent

Sonesta International Hotels is recognized as the 8th largest hotel company in the United States and is rapidly expanding. As a leader in the hospitality industry, Sonesta offers an impressive blend of full-service and focused hotels located in major cities across the country. The company boasts a diverse portfolio of owned, managed, and franchised properties, making it a presence in key locations that travelers seek out. With over 1000 properties across eight countries and counting, Sonesta’s mission centers on delivering quality, value, and exceptional hospitality experiences. The company prides itself on being driven by the human side of hospitality by providing service with passion and loyalty, and creating meaningful guest experiences that truly connect.

At Sonesta, the philosophy “Together We Thrive” highlights their commitment to both their guests and team members by fostering an environment that values quality service and unique guest experiences. This culture underpins everything the company does and supports its ongoing growth in the global hospitality market.

The Guest Services Agent (GSA) role is a vital part of the hotel’s front desk operations and directly influences guest satisfaction and overall hotel performance. As the first point of contact for guests entering the hotel, the GSA represents Sonesta’s brand and delivers on the promise of Sonesta Service in all guest interactions according to the company’s proprietary G.U.E.S.T. standards. This full-time position offers a competitive pay rate ranging from $24.00 to $25.00 per hour, dependent on the candidate’s knowledge, skills, and experience.

In this role, the Guest Services Agent is responsible for managing the front desk technology systems and overseeing in-house guest relations during their shift. Tasks include registering guests, issuing room keys, providing information about the hotel and its amenities, and efficiently processing cash and credit card transactions while maintaining strict security protocols around guest information and financial transactions. The GSA also manages guest reservations, handles cancellations and updates, and works to maximize revenue opportunities through up-selling.

By following seasonal demand reservation strategies and coordinating with other shifts and departments, the GSA promotes teamwork and ensures operational efficiency. Additionally, this role involves servicing on-site offerings such as the hotel shop and beverage services, adhering to all local laws especially those related to alcoholic beverages. The GSA also ensures that special guest requests are fulfilled, manages safe-deposit boxes, and complies with health, safety, and alcohol service regulations. Other duties may be assigned to support hotel operations and enhance guest experiences.

The position requires standing for extended periods, frequent movement around the facility, and the capability to lift or move items weighing up to 50 pounds. Flexibility to work mornings, evenings, weekends, and holidays is also essential to meet the needs of the hospitality business. The job demands strong professional communication skills, problem-solving abilities, and familiarity with technology systems such as Microsoft Office and Opera.

Sonesta International Hotels offers a comprehensive benefits package that supports the well-being and financial security of its employees and their families. These benefits underscore the company’s commitment to creating a supportive work environment for its staff, while enabling them to focus on delivering outstanding service to guests worldwide.