Front Desk Guest Agent

The Hotel Front Desk Guest Agent is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the Front Desk and is support for the Operations Manager. The PBX/ GSA serves as the point person with regard to answering incoming call for the total hotel, the Front Desk technology systems and in-house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel.

DUTIES AND RESPONSIBILITIES:

Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.

Answer all incoming call, administering service and answering questions as well as transferring calls as needed

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 but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.

Responsible to maintain the security of cash, credit card transactions, and guest information.

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.

Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.

Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.

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

QUALIFICATIONS AND REQUIREMENTS:

High School diploma or equivalent required.

One year of previous hotel experience.

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.

May be required to obtain a TIPS certification.

Valid driver’s license required.

Physical Demands

Frequently standing up, bending, climbing, kneeling, and moving about 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, evening, weekends, and holidays.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

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

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Overtime
• Weekends as needed

Experience:

• Hotel: 1 year (Required)

Work Location: In person