Guest Experience Lead - Front Desk

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

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company 1%

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Perks & Discounts

Job summary

Sonesta International Hotels in Miami Beach is seeking a Guest Relations Agent to lead front desk operations and deliver welcoming, memorable stays from check-in to check-out. You will balance guest service with team support and daily hotel operations in a fast-paced hospitality environment.

This role emphasizes guest satisfaction, collaboration with other departments, and a warm, energetic approach aligned with Sonesta’s People People culture.

Qualifications

• Experience in hotel front desk, hospitality, or customer service.
• Strong communication and guest service skills with a friendly attitude.
• Ability to multitask in a fast-paced environment and manage cash transactions.

Responsibilities

• Welcome guests warmly during check-in and check-out and throughout stay.
• Assist guests with reservations, room assignments, billing inquiries, and special requests.
• Process transactions accurately using PMS and POS systems.
• Respond promptly to guest concerns and service requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, local attractions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership for smooth operations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Assist with room inventory management and upselling opportunities.
• Maintain cleanliness and presentation of Front Desk and lobby areas.
• Adhere to brand standards, safety guidelines, and guest service expectations.

Skills

Customer service

Communication

Multitasking

Problem solving

Cash handling

Tools

PMS

POS

Job description

Sonesta International Hotels in Miami Beach is seeking a Guest Relations Agent to lead front desk operations and deliver welcoming, memorable stays from check-in to check-out. You will balance guest service with team support and daily hotel operations in a fast-paced hospitality environment.

This role emphasizes guest satisfaction, collaboration with other departments, and a warm, energetic approach aligned with Sonesta’s People People culture.