Guest Experience Agent - Hospitality & Front Desk

reitmr; Milpitas (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Health Insurance

HSA with Company Match

401k with Company Match

Paid Vacation

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a friendly Guest Service Agent to welcome guests, assist with check-in and check-out, and deliver personalized hospitality from arrival to departure. You will work with the Front Office team to coordinate reservations, room assignments, billing inquiries, and guest requests, while maintaining high presentation standards and brand guidelines.

This role requires strong communication, multitasking, and a guest-first attitude, with flexible availability

Qualifications

• 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.

Responsibilities

• 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 and POS 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 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.

Skills

Front desk experience

Hospitality experience

Customer service

Communication skills

Tools

PMS systems

POS systems

Reservations platforms

Job description

Sonesta International Hotels is seeking a friendly Guest Service Agent to welcome guests, assist with check-in and check-out, and deliver personalized hospitality from arrival to departure. You will work with the Front Office team to coordinate reservations, room assignments, billing inquiries, and guest requests, while maintaining high presentation standards and brand guidelines.

This role requires strong communication, multitasking, and a guest-first attitude, with flexible availability