Guest Services Agent

Sonesta International Hotels

The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Specialists will work as assigned in any of several areas in the Front Office department. At the front desk, the Room Specialist is expected to check in and out hotel guests in a timely and professional manner. In Instant Service, when operating the hotels phone lines, at the front desk or any other position, the specialist is expected answer requests from both in-house guests and outside callers in a timely and professional manner and in a way that reflects well on the hotel and brand.

At the Concierge desk, the specialist is expected to assist guests with any requests, such as directions, limousine bookings, and restaurant or spa arrangements in accordance with Sonesta's brand standards. At the Guest Relations Department the specialist is expected to welcome and assist VIP guests in accordance with Brand Standards. While at the Bell Stand/Valet Area and front door, the specialist is expected to drive designated vehicles to and from specified destinations and transport luggage to and from guest rooms in a prompt and safe manner.

Generally:

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Communicate resolved issues to management so that further preventative and maintenance action may be taken.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
• Perform other duties as assigned.

At the front desk:

• Welcome all guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Up-sell, book, and arrange walk-in stays for guests where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes upon request.

As an Instant Service agent, both in the service center and at the front desk:

• Answer all phone calls within prescribed time frame, respond to guest's request in a professional manner and according to established scripts and standards, and dispatch services/resolution in accordance with established procedures. Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
• Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

As a Guest Relations agent:

• Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.
• Identify return guests and VIP's in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
• Deliver and/or coordinate the delivery of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or Priority Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Coordinate and/or confirm reservations as needed.
• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.
• May provide assistance with florists, couriers, mail services, rental of small business machines,…