Guest Experience Lead - Front Desk

Sonesta International Hotels Corporation; Washington, Northern (District of Columbia, KY); Hybrid; USD 3,720,000 - 3,995,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Match

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Short-Term & Long-Term Disability

Educational Assistance

Sonesta Hotel Discounts

Job summary

Royal Sonesta Capitol Hill in Washington, DC is seeking a Guest Service Agent to join our Front Desk team. You will warmly welcome guests, assist with reservations, check-in/check-out, and handle guest inquiries with professionalism.

The ideal candidate has hospitality or front desk experience, strong communication, and is flexible for mornings, evenings, weekends, and holidays. We offer comprehensive benefits, competitive hourly pay, and opportunities for growth within Sonesta.

Qualifications

• Previous hotel/front desk/guest services experience preferred.
• Strong communication and guest service skills.
• Ability to multitask in a fast-paced hospitality environment.
• Experience with PMS, reservations platforms, and POS systems preferred.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts.

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 using PMS and POS systems.
• Respond quickly and professionally to guest concerns and guest recovery situations to ensure guest satisfaction.
• Maintain knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and leadership to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and cross-department communication.
• Maintain cleanliness, organization, and presentation standards in Front Desk and lobby areas.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

Skills

Front Desk Experience

Customer Service

Cash Handling

PMS Systems

Tools

PMS

POS Systems

Job description

Royal Sonesta Capitol Hill in Washington, DC is seeking a Guest Service Agent to join our Front Desk team. You will warmly welcome guests, assist with reservations, check-in/check-out, and handle guest inquiries with professionalism.

The ideal candidate has hospitality or front desk experience, strong communication, and is flexible for mornings, evenings, weekends, and holidays. We offer comprehensive benefits, competitive hourly pay, and opportunities for growth within Sonesta.