Guest Experience Lead - Front Desk

Sonesta Hotels International Corporation; Miami Beach (FL); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 15

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Educational Assistance

Job summary

Sonesta International Hotels is seeking a Guest Relations Agent to lead welcoming, seamless guest experiences from check-in to check-out in a fast-paced hotel environment. You will coordinate with Housekeeping, Engineering, and F&B to ensure exemplary service and efficient operations.

You will handle reservations, billing queries, and guest requests using PMS and POS systems while upholding Sonesta's People People culture with a service-driven, detail-oriented mindset.

Qualifications

• Strong communication, interpersonal, and guest service skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, and POS systems.
• Attention to detail, organization, and problem-solving abilities.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling using PMS and POS systems.
• Respond quickly to guest concerns and service requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, services, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership to support operations.
• Assist with room inventory and upselling opportunities.
• Maintain cleanliness and presentation of Front Desk and lobby areas.
• Follow procedures, brand standards, and safety guidelines.
• Support VIP arrivals and group check-ins.

Skills

Strong communication

Guest service

Multitasking

Organization

Teamwork

Tools

PMS systems

Reservations platforms

POS systems

Job description

Sonesta International Hotels is seeking a Guest Relations Agent to lead welcoming, seamless guest experiences from check-in to check-out in a fast-paced hotel environment. You will coordinate with Housekeeping, Engineering, and F&B to ensure exemplary service and efficient operations.

You will handle reservations, billing queries, and guest requests using PMS and POS systems while upholding Sonesta's People People culture with a service-driven, detail-oriented mindset.