Guest Service Agent

Sonesta ES Suites New Orleans – Guest Services Agent

The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering front‑desk operations and providing support for the Operations Manager. The GSA serves as the point person for the front‑desk technology systems and in‑house guest relations during their shift and is the first point of contact representing the brand to all guests who enter the hotel.

• 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 charges, completing cashier reports, preparing deposit, and counting/securing assigned bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and updates. Upsell rooms where possible to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by hotel management regarding room type and length of stay pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel, following all local laws regarding alcoholic beverage sales.
• Ensure guest special requests are fulfilled and proper delivery of guest services is provided.
• 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.

• High School diploma or equivalent required.
• 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; other languages beneficial.
• 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 Serv Safe certification.
• May be required to obtain a TIPS certification.
• Valid driver’s license required.
• Frequently standing up, bending, climbing, kneeling, and moving around 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.

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short‑Term and Long‑Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by law.