Sonesta International Hotels
Overview
Guest Services Agent role at Sonesta International Hotels. The position involves front office responsibilities across multiple areas including Front Desk, Instant Service, Concierge, Guest Relations, and Bell Stand/Valet. Duties include guest check-in/check-out, handling phone lines, responding to guest requests, VIP guest services, and assisting with luggage transport. This description reflects standard duties and brand expectations for Sonesta properties. Responsibilities
Communicate outstanding guest requests or issues to management and relay resolved issues for preventative action. Routinely book guest reservations by phone or in-hotel; process cancellations, revisions, and information updates. Perform other duties as assigned (e.g., guest room tours, concierge services, special guest requests) and promote teamwork across departments. Respond to guest complaints with appropriate service recovery to ensure total guest satisfaction. Promote teamwork and coordinate with other departments; anticipate in-house group meetings and VIP arrivals. At the Front Desk: welcome guests, register guests, issue room keys, provide information on services and room locations; upsell and arrange stays to maximize revenue; process cash/credit transactions and cashier reports; manage guest safes as requested. As an Instant Service agent: answer calls within prescribed timeframes, respond to requests per scripts, log calls, dispatch services, and follow up to ensure satisfaction; provide facility and local information; escalate as needed. As a Guest Relations agent: greet VIPs, conduct special check-in/check-out, pre-identify VIPs, coordinate VIP amenities and reservations, and respond to requests/complaints with service recovery. As a Concierge: provide information and handle reservations, assist with florists, couriers, and other services; maintain a neat concierge area. As Bellperson/Valet/Doorman: assist with shuttle service, luggage handling, vehicle inspections, promote hotel facilities, and perform other duties as assigned. Qualifications
High School diploma or equivalent; minimum one year front desk/guest service experience; six months as a phone/switchboard operator. Some college preferred. Fluent English required; other languages preferred. Physical ability to stand for extended periods; ability to carry or lift up to 100 pounds; use computer and property management systems; ability to work nights, weekends, and/or holidays. Work Environment & Additional Information
Work area includes Front Office, Front Desk, Back Office, and Business Center. Non-exempt position; overtime may be required in accordance with FLSA and state regulations. Company provides a comprehensive benefits package, including medical/dental/vision, HSA with company match, 401(k) with company match, paid time off, hotel discounts, education assistance, parental leave, life insurance, disability insurance, and other perks. Equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Application note: Please complete a full application and attach a resume; incomplete applications will not be considered.
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Guest Services Agent role at Sonesta International Hotels. The position involves front office responsibilities across multiple areas including Front Desk, Instant Service, Concierge, Guest Relations, and Bell Stand/Valet. Duties include guest check-in/check-out, handling phone lines, responding to guest requests, VIP guest services, and assisting with luggage transport. This description reflects standard duties and brand expectations for Sonesta properties. Responsibilities
Communicate outstanding guest requests or issues to management and relay resolved issues for preventative action. Routinely book guest reservations by phone or in-hotel; process cancellations, revisions, and information updates. Perform other duties as assigned (e.g., guest room tours, concierge services, special guest requests) and promote teamwork across departments. Respond to guest complaints with appropriate service recovery to ensure total guest satisfaction. Promote teamwork and coordinate with other departments; anticipate in-house group meetings and VIP arrivals. At the Front Desk: welcome guests, register guests, issue room keys, provide information on services and room locations; upsell and arrange stays to maximize revenue; process cash/credit transactions and cashier reports; manage guest safes as requested. As an Instant Service agent: answer calls within prescribed timeframes, respond to requests per scripts, log calls, dispatch services, and follow up to ensure satisfaction; provide facility and local information; escalate as needed. As a Guest Relations agent: greet VIPs, conduct special check-in/check-out, pre-identify VIPs, coordinate VIP amenities and reservations, and respond to requests/complaints with service recovery. As a Concierge: provide information and handle reservations, assist with florists, couriers, and other services; maintain a neat concierge area. As Bellperson/Valet/Doorman: assist with shuttle service, luggage handling, vehicle inspections, promote hotel facilities, and perform other duties as assigned. Qualifications
High School diploma or equivalent; minimum one year front desk/guest service experience; six months as a phone/switchboard operator. Some college preferred. Fluent English required; other languages preferred. Physical ability to stand for extended periods; ability to carry or lift up to 100 pounds; use computer and property management systems; ability to work nights, weekends, and/or holidays. Work Environment & Additional Information
Work area includes Front Office, Front Desk, Back Office, and Business Center. Non-exempt position; overtime may be required in accordance with FLSA and state regulations. Company provides a comprehensive benefits package, including medical/dental/vision, HSA with company match, 401(k) with company match, paid time off, hotel discounts, education assistance, parental leave, life insurance, disability insurance, and other perks. Equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Application note: Please complete a full application and attach a resume; incomplete applications will not be considered.
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