Guest Service Agent

Sonesta Hotels•Atlanta, GA

23h•Onsite

About The Position

The Guest Services Agent (GSA) at Sonesta International Hotels is responsible for consistently delivering results that contribute to the mission and overall success of the hotel. This role involves accomplishing performance objectives covering the front desk and providing support for the Operations Manager. The GSA serves as the primary point person for Front Desk technology systems and in-house guest relations during their shift. As the first point of contact, the GSA represents the Sonesta brand to all guests entering the hotel, ensuring service with passion, loyalty with purpose, and experiences that truly connect, aligning with the company's mission of bringing quality, value, and amazing hospitality to every guest.

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.
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.

Nice To Haves

One year of previous hotel experience, or retail customer service preferred.
Previous background from the extended stay industry preferred.
Other languages 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.
Will be required to obtain a ServSafe certification.
May be required to obtain a TIPS certification.

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.
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.
Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel.
Follow all local laws with regard to alcoholic beverage sales.
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.