Sonesta International Hotels
Guest Service Agent
Sonesta International Hotels, Falls Church, Virginia, United States, 22042
The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel. The GSA serves as the point person for front‑desk technology systems and guest relations during their shift, representing the brand to every guest who enters 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 posting all charges, completing cashier and other 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 requested by phone or within the hotel; process cancellations, revisions, and updates, and upsell rooms where possible to maximize revenue.
Follow the seasonal demand reservation strategy issued by hotel management regarding 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, following all local laws regarding alcoholic beverage sales.
Ensure guest special requests are fulfilled and service is delivered properly.
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.
English speaking, reading, and writing fluency; other languages beneficial.
Professional verbal and written communication skills.
Math skills, including budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivation, 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 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.
Will be required to work mornings, evenings, weekends, and holidays.
PAY RANGE $17.50 - $18.50 per hour
BENEFITS
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Sonesta is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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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 posting all charges, completing cashier and other 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 requested by phone or within the hotel; process cancellations, revisions, and updates, and upsell rooms where possible to maximize revenue.
Follow the seasonal demand reservation strategy issued by hotel management regarding 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, following all local laws regarding alcoholic beverage sales.
Ensure guest special requests are fulfilled and service is delivered properly.
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.
English speaking, reading, and writing fluency; other languages beneficial.
Professional verbal and written communication skills.
Math skills, including budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivation, 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 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.
Will be required to work mornings, evenings, weekends, and holidays.
PAY RANGE $17.50 - $18.50 per hour
BENEFITS
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Sonesta is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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