Front Desk Agent

Sonesta Hotels International Corporation; Milpitas (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company匹

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term DI

Hospital Indemnity & Critical Illness

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels is seeking a friendly Guest Service Agent to welcome guests, check in/out, and deliver personalized hospitality across the Front Office. This role blends guest engagement with hotel operations and requires a positive, service-driven attitude.

You will handle reservations, billing inquiries, upsell opportunities, coordinate with housekeeping and other departments, and uphold brand standards while ensuring memorable stays for every guest.

Qualifications

• Previous hotel/front desk or customer service experience preferred.
• Strong communication and guest service skills.
• Ability to multitask in a fast-paced hospitality environment.
• Experience with PMS and reservations platforms; cash handling preferred.
• Attention to detail and problem-solving.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts.
• Passion for hospitality and guest engagement.

Responsibilities

• Welcome guests and provide exceptional service during check-in/out.
• Assist with reservations, room assignments, billing inquiries, and special requests.
• Process transactions using PMS and POS accurately.
• Respond to guest concerns to ensure satisfaction.
• Maintain knowledge of hotel amenities and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams.
• Assist with room inventory management and upselling opportunities.
• Maintain Front Desk and lobby presentation.
• Follow procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals and group check-ins.
• Perform other duties as assigned.

Skills

Front Desk experience

Customer service

PMS experience

Cash handling

Communication skills

Tools

PMS systems

POS systems

Job description

We're People People. Are you?

We're Sonesta International Hotels-the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be.

But here's the thing-we're not just in the business of hotels, we're in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect-delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

Are you a people person with a passion for hospitality? Every great stay starts with a great welcome. As a Guest Service Agent, you'll help create memorable guest experiences from the moment guests arrive through check-out - delivering friendly, efficient, and personalized hospitality every step of the way.

This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations. You'll be a key part of the Front Office team, helping ensure guests feel welcomed, supported, and genuinely cared for throughout their stay.

If you're upbeat, service-driven, and passionate about hospitality - we'd love to meet you.

What you'll be doing

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System ) and POS (Point of Sale) computer systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

The essentials

• Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
• Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Positive, collaborative, and service-focused mindset.
• Ability to handle guest concerns professionally and create positive guest experiences.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
• A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

Anticipated Pay Range & Additional Job Information

Pay ranges from $24.00 to $25.00 per hour. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific experience/overall experience

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Medical, Dental & Vision Insurance
• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Paid Parental Leave
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you'll want to use these)
• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.