Front Desk Agent

Sonesta International Hotels Corporation • Milpitas, CA

6d

About The Position

The Guest Services Agent (GSA) contributes to the hotel’s mission and success by meeting performance objectives for front desk operations and supporting the Operations Manager. During their shift, the GSA serves as the point person for front desk technology systems and in-house guest relations. As guests’ first point of contact when entering the hotel, the GSA represents the brand and delivers service according to Sonesta’s G.U.E.S.T. standards.

Requirements

• High school diploma or equivalent required.
• One year of previous hotel experience or retail customer service preferred.
• Fluent spoken, read, and written English.
• Professional verbal and written communication skills.
• Valid driver’s license required.
• Must obtain a ServSafe certification.
• May be required to obtain a TIPS certification.
• Ability to frequently stand, bend, climb, kneel, and move about the facility; carry, lift, or pull items weighing up to 50 pounds; handle objects and equipment; and stand for extended periods.
• Must be able to work mornings, evenings, weekends, and holidays.

Nice To Haves

• Previous experience in the extended-stay industry.
• Knowledge of additional languages.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem-solving, reasoning, motivating, organizational, and training abilities.
• Experience with Microsoft Office and Opera systems.

Responsibilities

• Deliver Sonesta Service to guests and clients according to Sonesta G.U.E.S.T. standards.
• Register guests, issue room keys, and provide information about hotel services and room locations.
• Answer phones promptly and courteously.
• Process cash and credit card transactions accurately, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing the assigned bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and groups when requested; process cancellations, revisions, and information updates.
• Upsell rooms where possible to maximize revenue.
• Follow the seasonal demand reservation strategy communicated by hotel management for room types, length of stay, and pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the Shoppe and the Pour, ensuring guests receive the hotel’s offered service and products.
• Follow local laws regarding alcoholic beverage sales and comply with federal, state, and local health, safety, and alcohol-service laws.
• Fulfill guests’ special requests and ensure proper delivery of guest services.
• Issue, control, and release guest safe-deposit boxes.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA) with company match
• 401(k) retirement plan with company match
• Paid vacation and sick time
• Paid parental leave
• Company-paid life insurance
• Company-paid short-term and long-term disability
• Hospital indemnity, critical illness, and accident insurance
• Educational assistance
• Sonesta hotel discounts
• Additional perks and employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED