Guest Service Agent

Sonesta International Hotels is the eighth largest hotel company in the United States and continues to expand rapidly. This well-established hospitality company boasts a diverse portfolio featuring full-service and focused-service hotels and resorts located in major urban centers. Sonesta operates over 1,000 properties across eight countries, combining owned, managed, and franchised hotels, making it a prominent presence in the global hospitality industry. This blend allows Sonesta to cater to a wide range of travelers, from business professionals to vacationing families, providing quality accommodations and memorable experiences everywhere guests want to be.

Sonesta International Hotels is driven by a mission centered on the human side of hospitality. Their commitment to delivering service with passion and loyalty underscores every guest interaction. The company focuses on connecting meaningfully with guests, ensuring that every stay provides value, comfort, and a sense of welcome across their vast network of properties. Hospitality professionals at Sonesta experience a team-oriented environment where service excellence is both a personal and collective responsibility.

The role of Guest Services Agent (GSA) at Sonesta is a critical frontline position that directly influences guests’ first impressions and overall satisfaction. The GSA represents the Sonesta brand at the moment guests enter the hotel, serving as the primary contact for check-in and check-out, front desk inquiries, and guest service delivery during their shift. This role requires dedication to delivering the company's signature Sonesta G.U.E.S.T. standards, ensuring each interaction reflects warmth, efficiency, and attentiveness.

The position is designed to support the Operations Manager by accomplishing front desk performance objectives. The GSA is also responsible for managing front desk technologies and maintaining ongoing communication with other shifts and departments to promote teamwork and guarantee a seamless guest experience. Tasks include registering guests, issuing room keys, providing detailed information on hotel services, handling cash and credit transactions securely, and processing guest reservations including cancellations and modifications.

Because the role demands effective multitasking and strong communication skills, candidates need to be proficient in basic technological systems such as Microsoft Office and Opera property management software. Additionally, they must adhere to all federal, state, and local regulations regarding health, safety, and alcohol service, including obtaining ServSafe certification and potentially TIPS certification.

At Sonesta, the Guest Services Agent also contributes to revenue maximization by upselling rooms and promoting hotel services like the shoppe and pour bar. The position requires physical stamina to stand for extended periods, frequently move within the facility, and handle materials weighing up to 50 pounds. Flexibility to work mornings, evenings, weekends, and holidays is essential to meet the hotel’s operational needs.

Sonesta values the growth and security of its employees and offers a competitive hourly wage of $31.50. The company also provides comprehensive benefits to support the health, education, and financial well-being of its team members. These benefits include medical, dental, and vision insurance, 401(k) retirement plans with company matching contributions, paid vacation and sick days, educational assistance, paid parental leave, and more.

Joining Sonesta International Hotels as a Guest Services Agent means becoming part of a dynamic and fast-growing family dedicated to excellence in hospitality. Employees enjoy a supportive workplace focused on personal development, customer engagement, and delivering memorable guest experiences every day. This position offers opportunities for career advancement within a respected global brand committed to diversity, equity, and inclusion.