Guest Service Representative

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).

The Front Desk Agent sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction. The ideal candidate has a passion for hospitality and going beyond for our guests.

• Greet guests warmly and professionally to ensure overall guest satisfaction.
• bility to deliver quality customer service, respond, and anticipate customer needs.
• Register guests, verify registration, issue room keys, and provide information on hotel services and room location.
• Manage the operations of the front desk, ensuring minimal time is required for check in and checkout.
• Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests.
• Issue, control, and release guest safe-deposit boxes.
• Maintain the security of cash, credit card transactions, and guest information.
• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events.
• Assist occasionally with Night Audit, PBX and Concierge duties as needed.
• Maintain knowledge of upcoming events, local area, and hotel offerings.
• 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.
• Up-sell rooms where possible to maximize revenue.
• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.
• Treat requests with professionalism, tact, and a courteous and professional manner.
• Display a daily professional, courteous and positive attitude towards guests and fellow employees.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Support team to reach common goals.
• Perform other job duties as requested by supervisors as other job duties maybe assigned as needed.
• Understanding of Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements.
• Ability to perform work without direct supervision and handle multiple projects simultaneously.
• Ability to deliver high quality customer service and responds to customer needs.

• Valid Driver’s License preferred.
• Professional verbal communication skills.
• Reading and writing abilities to understand departmental correspondences and complete all required departmental documents.
• Excellent interpersonal and customer service skills, including dealing with difficult guests.
• Excellent organizational skills and attention to detail.
• Previous front facing guest service experience preferred.
• Experience with Microsoft Office, related computer software programs, and Opera systems preferred.
• Ensure overall guest satisfaction.

Must be able work in a fast-paced environment. Guest-facing position standing behind desk.

Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Must be flexible to…