Guest Service Agent - Front Desk

Sonesta International Hotels stands as the 8th largest hotel company in the United States, experiencing rapid growth and expanding its footprint across major cities. With a diverse portfolio that includes full-service and focused hotels, Sonesta operates over 1,000 owned, managed, and franchised properties in eight countries and counting. The company is recognized for its human-centered approach to hospitality, delivering exceptional service with passion and loyalty. Sonesta’s commitment to quality, value, and memorable guest experiences creates a thriving environment for both guests and employees. The company ethos, "Together We Thrive," emphasizes connecting with guests through meaningful service and maintaining a culture that fosters growth and excellence.

The Guest Services Agent (GSA) role at Sonesta International Hotels is a frontline position that contributes directly to the overall success of the hotel operations. As the first point of contact for guests entering the hotel, the GSA embodies the Sonesta brand and its promise of excellent service according to the Sonesta G.U.E.S.T. standards. This role requires managing front desk operations, including registering guests, issuing room keys, handling reservations, and addressing guest inquiries with warmth and professionalism. The GSA also supports the Operations Manager by overseeing the technology systems used at the front desk and ensuring a smooth, seamless experience for guests during their stay.

Beyond standard front desk duties, the GSA plays a crucial role in processing financial transactions such as cash and credit card payments securely, preparing deposit reports, and maintaining the security of sensitive guest information. The role demands attention to detail in booking and modifying reservations, including group bookings and cancellations, and emphasizes maximizing hotel revenue through strategic upselling. Coordination with other departments and shifts is vital to promote teamwork and sustained quality service.

Additionally, the GSA services hotel amenities such as on-site shops and bars, ensuring adherence to local laws regarding alcoholic beverages. The position also involves fulfilling special guest requests, managing safe-deposit boxes, and complying with health, safety, and alcohol service regulations. Candidates should be prepared for physical demands such as frequent standing and lifting items and must be available to work varied shifts, including mornings, evenings, weekends, and holidays.

Sonesta offers a comprehensive benefits package to support the health and financial security of its employees. These benefits include medical, dental, and vision insurance; a health savings account with company matching; a 401(k) retirement plan with company match; paid vacation, sick days, and holidays; free parking and shift meals; annual crew shoe credit; employee discounts on hotel stays worldwide; educational assistance; paid parental leave; and company-paid life and disability insurance. Sonesta fosters a fun, family-oriented working environment that values diversity and equal employment opportunities for all qualified candidates. This position requires completing a full job application along with the resume for consideration.