Front Desk Agent

Sonesta Hotels • Milpitas, CA

9d • $25 - $25

About The Position

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

Requirements

• High school diploma or equivalent required.
• Ability to speak, read, and write fluent English.
• Professional verbal and written communication skills.
• Valid driver’s license required.
• Must obtain ServSafe certification.
• May be required to obtain TIPS certification.
• Able to frequently stand, bend, climb, kneel, and move about the facility.
• Able to carry, lift, or pull items weighing up to 50 pounds.
• Able to frequently handle objects and equipment and stand for extended periods.
• Must work mornings, evenings, weekends, and holidays.

Nice To Haves

• One year of previous hotel experience or retail customer service experience preferred.
• Previous experience in the extended-stay industry preferred.
• Other language skills are beneficial.
• 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.

Responsibilities

• Deliver Sonesta Service in guest and client interactions according to Sonesta G.U.E.S.T. standards.
• Register guests, issue room keys, provide information about hotel services and room locations, and 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 individual and group reservations as requested; process cancellations, revisions, and information updates; and upsell rooms where possible.
• Follow the seasonal demand reservation strategy communicated by hotel management for room types 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, ensuring guests receive the hotel’s offered service and products and following local laws regarding alcoholic beverage sales.
• Fulfill guest special requests and ensure proper delivery of guest services.
• 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.

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