Guest Services Agent

We’re People People. Are you?

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

This position will be responsible for booking, check-in, and check-out, processing all payments according to established hotel requirements, and assisting guests with various tasks related to their visit. The Guest Relations Agent provides information about the hotel and the local vicinity in the hotel's continuing effort to deliver outstanding guest service and overall experience. Provides personalized guest service by responding to any guest requests from both in-house and outside callers.

• Process all guest check-ins and check-outs, and issue room keys in accordance with proper standards in a timely and professional manner
• Up-sell, book, and arrange walk-in stays for guests where possible to maximize revenue
• Complete job duties as listed on their shift checklist promptly and alerts assistant manager if assistance is needed
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended (computers, Nextel radios, PBX console)
• Resolve and document guest requests, complaints, or problems, ensuring guest satisfaction
• Always maintain complete knowledge of:
• all hotel features/services, hours of operation
• information on dining & entertainment, reservations, transportation services, etc.
• all room types, numbers, layout, decor, appointments, and location
• all room rates, special packages, and promotions
• daily house count and expected arrivals/departures
• room availability status for any given day
• scheduled daily group activities
• Obtain assigned bank and ensure accuracy; always keep bank secure
• Answer all phone call within the prescribed time frame, respond to guest request
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
• Advise guest of any packages, messages, mail, faxes, etc. received for them
• Communicate services and amenities for the hotel to guests
• Obtain proper identification for tax-exempt guests and attach the form to the registration card
• Communicate VIP arrivals to designated personnel for escort and/or delivery of amenities
• Accept and record wake-up call requests
• Issue safe deposit boxes to guests and ensure the security of keys
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager
• Solicit guest comments on their stay
• Handle requests for late check-outs
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information, and document maintenance needs on work orders
• Adhere to all cashiering procedures
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
• Post charges
• Must practice Stay Safe with Sonesta Protocols
• Perform any other duties as assigned by management

• High School Diploma or equivalent, plus one-year front desk/guest service (customer service) experience and six months experience as a phone and/or switchboard operator
• Opera experience preferred
• Excellent phone & verbal communication skills
• Must have proficient typing skills
• Basic math and simple accounting skills are used frequently
• Must speak fluent English, and other languages preferred
• Reading and writing abilities are used frequently
• Ability to input and access information in the property management system/computers/point…