Guest Service Agent-3

About the Role

The Guest Services Agent (GSA) is responsible for delivering results that contribute to the mission and overall success of the hotel. This role supports the Operations Manager and serves as the point person for Front Desk technology systems and in-house guest relations during their shift. The GSA is the first point of contact and represents the brand as guests enter the hotel.

Key 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, including posting charges, completing cashier reports, preparing deposits, and counting/securing assigned bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and/or groups via phone or from within the hotel; process cancellations, revisions, and information updates.
• Up-sell rooms where possible to maximize revenue.
• Follow the seasonal demand reservation strategy regarding room type and length of stay pricing as communicated by hotel management.
• 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 offered services and products.
• 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.

Requirements & Tech Stack

• High School diploma or equivalent required.
• One year of previous hotel experience, or retail customer service preferred.
• Previous background from the extended stay industry preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• 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.
• Valid driver’s license required.
• Physical requirements include 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.
• Will be required to work mornings, evenings, weekends, and holidays.

Pay

• Pay ranges from $24.00 to $25.00 per hour.