Guest Services - Front Desk

Guest Service / Night Audit (2 nights a week)

JOB OVERVIEW: 

The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel. 

DUTIES AND 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. 

QUALIFICATIONS AND REQUIREMENTS: 

• 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. 
• 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. 

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Health Benefits (Health & Dental Insurance)
• 401(k) Retirement Plan
• Vacation
• Sonesta Hotels & Other Outlets Discounts
• Paid Holidays
• Sick Days
• Educational Assistance
• Employee Recognition Programs
• Newborn & Adopted Child Leave
• Spousal & Domestic Partner Leave
• Life Insurance
• Short Term Disability
• Long term Disability
• Employee Referral Program
• Credit Union
• Direct Deposit
• Employee Activities & Events

Company Overview:

Sonesta ES Suites is a surprisingly different and welcoming extended stay hotel brand where guests can easily relax, get some work done and hang out in our local community. We work hard to build meaningful relationships with our colleagues and guests. Every Sonesta ES Suites team member plays an important role in our guest experience; therefore we invest in the personal and professional growth of all associates. We are part of the Sonesta International Hotels Corporation with 25 US-based and 31 International hotels and cruises. If you are a creative people person and want to have some fun at work, then look no further. 

At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions.  We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships.  We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues.  If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identify, or any other characteristics required by law.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt and is subject to overtime in accordance with Federal and State Regulations. This job description is subject to change at any time.