Guest Service Agent - OC

Sonesta International Hotels is a prominent player in the hospitality industry, standing as the 8th largest hotel company in the United States and known for its rapid growth and expansive reach. This industry leader operates a unique blend of full-service and focused hotels distributed across major cities. Sonesta's diverse portfolio includes owned, managed, and franchised properties, allowing the brand to establish a presence in over 1,000 properties across eight countries. The company prides itself on delivering exceptional guest experiences by prioritizing the human side of hospitality – fueled by genuine passion, unwavering loyalty, and purposeful service. Sonesta International Hotels consistently strives to provide quality, outstanding value, and world-class hospitality that resonates with guests during every stay.

The role of Guest Services Agent (GSA) at Sonesta International Hotels is integral to the hotel's mission and operational success. The GSA is positioned at the front desk and acts as the primary point of contact for guests, embodying the Sonesta brand from the moment guests walk into the hotel. This role is responsible for managing front desk technology systems and maintaining in-house guest relations throughout their shift. The GSA's duties are pivotal in upholding the hotel’s service standards and ensuring a smooth and welcoming experience for every guest.

In this capacity, the GSA handles guest registration, room key issuance, and provides information about the hotel services and amenities. The position also requires accurately processing financial transactions, including cash and credit card payments, managing cashier reports, preparing deposits, and securing the assigned bank. Maintaining security for cash, credit card transactions, and guest information is a critical responsibility, ensuring all dealings are handled with the utmost integrity and confidentiality.

Reservation management forms another key part of the GSA's role. This includes booking guest reservations for individuals or groups, processing cancellations, revisions, and updating guest information. The GSA also strategically up-sells rooms to maximize revenue while following seasonal demand and hotel management pricing strategies. The role demands continuous promotion of teamwork and high-quality service through regular communication and coordination with other teams and departmental management.

Additional responsibilities involve servicing hotel amenities such as the shoppe and the pour, ensuring compliance with local laws regarding alcohol sales. Special guest requests must be fulfilled promptly, and guest safe-deposit boxes are issued and controlled by the GSA. Compliance with all relevant health, safety, and alcohol service laws is mandatory. The position is dynamic, with duties adjusted as needed to support the overall operations of the hotel.

The pay range for this position is between $24.00 and $25.00 per hour, depending on the candidate’s knowledge, skills, and experience. Sonesta International Hotels offers a comprehensive benefits package designed to support employees' health and financial security, which demonstrates the company’s commitment to fostering a rewarding work environment. Benefits include medical, dental, and vision insurance, a health savings account with company match, 401(k) retirement plans with company match, paid vacation and sick days, hotel discounts, educational assistance, and paid parental leave among others.

Joining Sonesta International Hotels as a Guest Services Agent offers an opportunity to be part of a well-established, fast-growing hospitality group dedicated to excellence. Candidates passionate about hospitality, who are motivated to deliver top-tier guest service and contribute to an outstanding hotel experience, will find this role both challenging and rewarding.