Guest Service Representative

Sonesta Miami Airport, FL•Miami, FL

1d•Onsite

About The Position

Sonesta International Hotels is the 8th largest hotel company in the U.S., with a diverse portfolio of over 1000 owned, managed, and franchised properties across eight countries. The company focuses on delivering service with passion, loyalty with purpose, and truly connecting experiences to guests. The Guest Services Agent (GSA) is crucial for the hotel's success, responsible for front desk operations and supporting the Operations Manager. The GSA acts as the primary contact for guests entering the hotel, representing the brand, and is the point person for Front Desk technology systems and in-house guest relations during their shift.

Requirements

High School diploma or equivalent required.
Ability to speak, read, and write fluent English
Will be required to obtain a ServSafe certification.
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
Previous background from the extended stay industry
Other languages beneficial
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
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.