Guest Service Agent PM/Overnight
About The Position
The Guest Services Agent (GSA) contributes to the hotel’s mission and overall success by meeting performance objectives for the front desk and supporting the Operations Manager. The GSA serves as the point person for front desk technology systems and in-house guest relations during their shift. As the first point of contact for guests entering the hotel, the GSA represents the brand and delivers service in accordance with Sonesta’s G.U.E.S.T. standards. The role includes registering guests, issuing keys, responding to inquiries and phone calls, handling financial transactions and guest information securely, and assisting with reservations. The agent coordinates with other shifts and departments, fulfills guest requests, and services the hotel’s shoppe and pour while complying with applicable laws. Other duties may be assigned.
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 a ServSafe certification.
- May be required to obtain a TIPS certification.
- Ability to work mornings, evenings, weekends, and holidays.
- Frequently stand, bend, climb, kneel, and move about the facility.
- Carry, lift, or pull items weighing up to 50 pounds.
- Frequently handle objects and equipment.
- Stand for extended periods of time.
Nice To Haves
- One year of previous hotel experience or retail customer service preferred.
- Previous experience in the extended stay industry preferred.
- Additional languages 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 according to procedures, including posting charges, completing reports, preparing deposits, and counting and securing the assigned bank.
- Maintain the security of cash, credit card transactions, and guest information.
- Book guest reservations when requested; process cancellations, revisions, and information updates; and upsell rooms where possible.
- Follow the hotel management team’s seasonal reservation strategy for room type, 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, and follow local laws governing 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
