Guest Service Agent - FT

Charlotte, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Range $17.00 - $18.00

Work Schedule

Day Shifts

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

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

Hospital Indemnity insurance

critical illness insurance

accident insurance

Job Description

Sonesta International Hotels is one of the fastest growing and most recognized hotel companies in the United States, ranking as the 8th largest hotel company in the country. With a diverse portfolio that includes over 1000 properties across eight countries, Sonesta offers a dynamic blend of full-service and focused hotels located in major cities. The company is committed to delivering exceptional hospitality centered around the human side of service. Through combining passion, loyalty, and a dedication to quality, Sonesta creates meaningful experiences that connect with every guest and make each stay memorable. The brand's philosophy, Together We Thrive, reflects its focus on quality, value, and superior service to guests across its owned, managed, and franchised properties. Sonesta places a strong emphasis on teamwork and collaboration among its employees and management, fostering a culture of growth and success.

The Guest Services Agent (GSA) position at Sonesta plays a critical role in upholding the company’s high hospitality standards. Acting as the front line and primary point of contact for each guest entering the hotel, the GSA is responsible for delivering the renowned Sonesta Service, ensuring that guests feel welcomed and valued from the moment they arrive. The GSA efficiently manages front desk operations including guest registration, issuing room keys, handling reservations, processing payments, and maintaining security protocols for cash and guest information. This role also requires a strong knowledge of hotel technology systems, particularly front desk software, and the ability to provide accurate and timely information about hotel amenities and services.

The GSA supports the Operations Manager by assisting with operational duties and engaging in teamwork activities that promote quality service throughout all hotel departments. Attention to detail is essential, especially regarding compliance with federal, state, and local laws related to health, safety, and alcohol service. The GSA also contributes to maximizing revenue by upselling rooms and managing reservations according to hotel seasonal pricing strategies. This position offers a great opportunity for individuals passionate about hospitality who enjoy creating positive guest experiences and thrive in a dynamic environment. Sonesta provides competitive base pay ranging from $17.00 to $18.00 per hour and a comprehensive benefits package designed to support employee well-being and professional growth.

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
Will be required to obtain a ServSafe certification
May be required to obtain a 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, evenings, weekends, and holidays

Job Qualifications

High school diploma or equivalent
One year of previous hotel experience or retail customer service preferred
Background from 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
Willingness to obtain ServSafe certification
May be required to obtain TIPS certification
Valid driver’s license

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 all charges, completing cashier and other reports, preparing deposit, and securing assigned bank
Maintain security of cash, credit card transactions, and guest information
Book guest reservations for individuals and/or groups, process cancellations, revisions, and information updates
Up-sell rooms to maximize revenue
Follow seasonal demand reservation strategy regarding room type and length of stay pricing
Promote teamwork and quality service through communication and coordination with other shifts and departmental management
Service the shoppe and the pour ensuring guests receive hotel products and services while complying with alcoholic beverage laws
Fulfill guest special requests ensuring proper delivery of guest services
Issue, control, and release guest safe-deposit boxes
Comply with federal, state, and local laws regarding health, safety, and alcohol services
Perform other duties as assigned