Front Desk & Guest Experience Specialist

Sonesta International Hotels; New York (NY); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Vacation

Sick Days

Hotel Discounts

Educational Assistance

Paid Parental Leave

Life Insurance

Disability Insurance

Employee Perks and Discounts

Hospital Indemnity

Critical Illness Insurance

Accident Insurance

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests at the front desk. You will handle check-ins, guest inquiries, and card/cash transactions while upholding Sonesta's service standards.

Responsibilities include reservations, upselling, teamwork, and ensuring compliance with health, safety, and alcohol-service policies. The role requires flexibility with shifts, including mornings, evenings, weekends, and holidays.

Qualifications

• High School diploma or equivalent is required.
• One year hotel or retail customer service experience preferred.
• Fluent English; other languages are a plus.
• Strong verbal and written communication skills.
• Basic math, budgeting, and variance concepts beneficial.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe and TIPS certifications may be required.
• Valid driver’s license is required.
• Physical ability to stand, lift up to 50 pounds, and work mornings/evenings/weekends/holidays.

Responsibilities

• Register guests, issue keys, and relay hotel information and directions.
• Answer phones promptly and courteously.
• Process cash/credit transactions and related reports.
• Maintain security of cash, transactions, and guest data.
• Book reservations for individuals/groups; edit or cancel as needed; upsell where possible.
• Follow seasonal reservation pricing strategy and room-type guidance.
• Promote teamwork and service across shifts and departments.
• Serve the shoppe and pour; adhere to alcohol service laws.
• Fulfill guest special requests and ensure delivery of services.
• Issue and manage guest safe-deposit boxes.
• Comply with health, safety and alcohol service regulations.
• Perform additional duties as assigned.

Skills

Fluent English

Communication skills

Mathematical skills

Problem solving

Organizational skills

Training abilities

Customer service

ServSafe certification

TIPS certification

Driver's license

MS Office proficiency

Opera PMS experience

Education

High School Diploma

Tools

Microsoft Office

Opera systems

Job description

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests at the front desk. You will handle check-ins, guest inquiries, and card/cash transactions while upholding Sonesta's service standards.

Responsibilities include reservations, upselling, teamwork, and ensuring compliance with health, safety, and alcohol-service policies. The role requires flexibility with shifts, including mornings, evenings, weekends, and holidays.