Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Health Savings Account with Company Match
401(k) retirement plan with company match
Paid vacation
paid sick days
Sonesta Hotel Discounts
educational assistance
Paid parental leave
Company paid life insurance
company paid short term disability insurance
company paid long term disability insurance
employee perks
Employee Discounts
Hospital Indemnity insurance
critical illness insurance
accident insurance
Job Description
Sonesta International Hotels is recognized as the eighth largest hotel company in the United States and is rapidly expanding its presence in the hospitality industry. With a diverse portfolio that includes a unique blend of full-service and focused hotels located in major cities, Sonesta boasts ownership, management, and franchising of over 1,000 properties spread across eight countries. The company is driven by its commitment to the human side of hospitality, emphasizing passionate service, purposeful loyalty, and meaningful guest experiences. Sonesta aims to deliver quality, value, and exceptional hospitality during every guest stay, fostering strong connections between guests and their destinations.
The role of Guest Services Agent (GSA) at Sonesta International Hotels is pivotal to the overall success of the property by supporting the front desk operations and collaborating closely with the Operations Manager. As the first point of contact for guests, the GSA represents the Sonesta brand by ensuring excellent customer interactions in alignment with Sonesta's renowned G.U.E.S.T. standards of service. This position requires proficiency in managing front desk technology systems and handling various guest relations duties to maintain smooth daily operations. The GSA is responsible for registering guests, processing transactions securely, managing reservations, and promoting hotel services, all while prioritizing guest satisfaction and maximizing revenue opportunities such as upselling room types.
This position demands strong communication skills, attention to detail, and the ability to multitask efficiently within a fast-paced environment. Additionally, the GSA must adhere to all federal, state, and local regulations concerning cash handling, alcohol sales, and health and safety standards. The role also involves frequent standing, bending, lifting up to 50 pounds, and working variable shifts including mornings, evenings, weekends, and holidays. The position offers the chance to enhance organizational and problem-solving skills while gaining valuable experience with industry-standard software such as Opera and Microsoft Office. Sonesta supports professional development through certifications like ServSafe and TIPS, which may be required.
The company upholds an inclusive and equal opportunity employment policy, welcoming qualified applicants from diverse backgrounds without discrimination. Sonesta provides a comprehensive benefits package to support employee wellbeing, including medical, dental, and vision insurance, a health savings account with company match, a 401(k) plan, paid time off, and valuable employee discounts. By joining Sonesta International Hotels as a Guest Services Agent, you become part of a growing hospitality leader dedicated to creating memorable experiences for guests and fostering a thriving workplace culture.
The role of Guest Services Agent (GSA) at Sonesta International Hotels is pivotal to the overall success of the property by supporting the front desk operations and collaborating closely with the Operations Manager. As the first point of contact for guests, the GSA represents the Sonesta brand by ensuring excellent customer interactions in alignment with Sonesta's renowned G.U.E.S.T. standards of service. This position requires proficiency in managing front desk technology systems and handling various guest relations duties to maintain smooth daily operations. The GSA is responsible for registering guests, processing transactions securely, managing reservations, and promoting hotel services, all while prioritizing guest satisfaction and maximizing revenue opportunities such as upselling room types.
This position demands strong communication skills, attention to detail, and the ability to multitask efficiently within a fast-paced environment. Additionally, the GSA must adhere to all federal, state, and local regulations concerning cash handling, alcohol sales, and health and safety standards. The role also involves frequent standing, bending, lifting up to 50 pounds, and working variable shifts including mornings, evenings, weekends, and holidays. The position offers the chance to enhance organizational and problem-solving skills while gaining valuable experience with industry-standard software such as Opera and Microsoft Office. Sonesta supports professional development through certifications like ServSafe and TIPS, which may be required.
The company upholds an inclusive and equal opportunity employment policy, welcoming qualified applicants from diverse backgrounds without discrimination. Sonesta provides a comprehensive benefits package to support employee wellbeing, including medical, dental, and vision insurance, a health savings account with company match, a 401(k) plan, paid time off, and valuable employee discounts. By joining Sonesta International Hotels as a Guest Services Agent, you become part of a growing hospitality leader dedicated to creating memorable experiences for guests and fostering a thriving workplace culture.
Job Requirements
- High school diploma or equivalent
- 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 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
- required to obtain ServSafe certification
- may be required to obtain 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 previous hotel experience or retail customer service preferred
- background in extended stay industry preferred
- ability to speak, read, and write fluent English
- professional verbal and written communication skills
- basic math and budgeting skills preferred
- problem solving, reasoning, motivating, organizational and training abilities preferred
- experience with Microsoft Office and Opera systems preferred
- will be required to obtain ServSafe certification
- may be required to obtain TIPS certification
- valid driver’s license required
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 charges, completing reports, preparing deposits, and securing assigned bank
- maintain security of cash, credit card transactions, and guest information
- routinely book guest reservations for individuals and groups, process cancellations, revisions, and updates
- up-sell rooms where possible to maximize revenue
- follow seasonal demand reservation strategy regarding room type and pricing
- promote teamwork and quality service through communication with other shifts and management
- service the shoppe and the pour ensuring compliance with local laws for alcoholic beverage 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 on health, safety, and alcohol services
- perform other duties as assigned
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
