Front Desk - Full Time Guest Service Agent- Sonesta ES Suites SFO Oyster Point Waterfront

Wsmanagementinc; South San Francisco (CA); On-site; USD 25,000 - 39,000; Full time

Job summary

Sonesta ES Suites SFO Oyster Point Waterfront is seeking a Front Desk Agent to warmly welcome guests and manage front desk operations. You will check guests in/out, answer questions, resolve complaints, and coordinate with other departments to ensure memorable stays.

This role requires a polished demeanor, strong communication, and the ability to multi-task in a busy hotel environment. The position emphasizes guest satisfaction and service excellence.

Qualifications

• Greet guests with a friendly, service-oriented approach.
• Check guests in and out accurately and efficiently.
• Handle guest requests and resolve issues professionally.
• Coordinate with other departments to fulfill needs.
• Maintain cash handling and security procedures.
• Multitask effectively in a fast-paced hotel environment.
• Demonstrate initiative and anticipate guest needs.

Responsibilities

• Manage and resolve all guest complaints and compliments professionally and courteously.
• Checking guests in and out of the hotel efficiently, courteously, and professionally.
• Reconcile daily activities and close all necessary accounts.
• Learn the property systems and be able to navigate the system quickly and efficiently including running reports and distribute accordingly.
• Follow and process proper cash/check/credit card/AR control procedures using proper guidelines and security.
• Communicating with other departments to ensure guest requests are handled and following back up with guest to ensure needs are completed to their satisfaction.
• Looking for any potential leads through your interactions with guest through the phone and in person, and sharing the information with your sales team/GM.

Skills

Spirit to Serve

Enthusiasm for Hospitality

Professional presentation

Team player

Under pressure

Follow instructions

Initiative & proactive

Education

High school diploma or equivalent

Job description

Job Summary:

As a Front Desk Agent, you will be the guests' first point of connection as they enter Sonesta ES Suites SFO Oyster Point Waterfront. Throughout their stay, you will have the opportunity to build lasting impressions that we hope will result in guest loyalty. You can achieve this by handling all questions, requests, and complaints promptly and courteously. With your outgoing personality and ability to connect with others we rely on you to create memorable guest experiences with each guest. Whatever the reason for their stay is, you play a key role in exceeding their expectations. Going above & beyond is what is going to set us apart from our competitors. We encourage creativity and want you to feel empowered to do whatever it takes to achieve the highest level of service.

Duties and Responsibilities:

• Manage and resolve all guest complaints and compliments professionally and courteously.
• Checking guests in and out of the hotel efficiently, courteously, and professionally.
• Reconcile daily activities and close all necessary accounts.
• Learn the property systems and be able to navigate the system quickly and efficiently including running reports and distribute accordingly.
• Follow and process proper cash/check/credit card/AR control procedures using proper guidelines and security. Maintain responsibility and proper security over cash and deposits at all time
• Communicating with other departments to ensure guest requests are handled and following back up with guest to ensure needs are completed to their satisfaction.
• Looking for any potential leads through your interactions with guest through the phone and in person, and sharing the information with your sales team/GM.
• Answering the telephone and e-mails in a timely & professional manner. We want our guests to hear/read your smile.
• Must have the ability to multi-task in a fast pace environment.

Benefits:

• 401(k) retirement plan
• Medical, dental and vision insurance
• Life insurance
• Hotel brand discounts
• PTO

Skills:

• Demonstrate a Spirit to Serve, Enthusiasm for Hospitality
• High school education or equivalent experience.
• Professional in presentation and demeanor
• Enjoy working with a team
• Demonstrated ability to work under pressure in a busy environment
• Ability to accurately follow instructions, both verbally and written
• Ability to cross-train in other hotel related areas
• Must show initiative, including anticipating guest and operational needs

Additional Details

This position may require working weekends, holidays, or variable shifts based on business needs.

The statements listed 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. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, or other protected class. Those who are ineligible to work in the United States will not be considered.