Guest Experience Specialist

Sonesta International Hotels Corporation; Milpitas (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company | 

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is seeking a friendly Guest Service Agent in Milpitas, CA. You will welcome guests, assist with check-in/out, reservations, and inquiries, while delivering warm, personalized service.

This role emphasizes guest engagement and efficient hotel operations to ensure memorable stays. You’ll work with the Front Office team in a fast-paced environment, handling transactions, upselling opportunities, and collaborating with housekeeping and other departments to

Qualifications

• Previous hotel, Front Desk, hospitality, or customer service experience preferred.
• Strong communication and guest service skills with a professional attitude.
• Ability to multitask in a fast-paced hospitality environment.
• Experience using PMS, reservations platforms, POS, and cash handling.

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 with Housekeeping, Engineering, Food & Beverage, and leadership teams to support smooth operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness and presentation standards across Front Desk and lobby areas.
• Follow procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.

Skills

Great communication

Customer service

Multitasking

Positive attitude

Education

High school diploma or equivalent

Tools

PMS

POS

Job description

Sonesta International Hotels Corporation is seeking a friendly Guest Service Agent in Milpitas, CA. You will welcome guests, assist with check-in/out, reservations, and inquiries, while delivering warm, personalized service.

This role emphasizes guest engagement and efficient hotel operations to ensure memorable stays. You’ll work with the Front Office team in a fast-paced environment, handling transactions, upselling opportunities, and collaborating with housekeeping and other departments to