Guest Experience Specialist - Front Desk

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

Benefits offered by this job

Medical, dental & vision insurance

Health Savings Account with company-mp

401(k) with company match

Paid vacation & sick time

Paid parental leave

Company-paid life insurance

Disability insurance

Educational assistance

Hotel discounts

Employee discounts

Job summary

Sonesta Silicon Valley Milpitas, CA is seeking a Guest Service Agent to greet guests, manage check-in/out, and assist with reservations and room assignments. You will handle guest inquiries and payments, using PMS and POS systems, while coordinating with housekeeping and engineering to ensure smooth operations.

Flexibility for varied shifts is required. The role emphasizes guest service excellence, attention to detail, and teamwork in a fast-paced hotel environment, aligned with Sonesta's People

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.
• A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

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.
• Maintain knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and leadership teams to support operations.
• Assist with room inventory management and upselling opportunities.
• Maintain cleanliness and presentation standards across Front Desk and lobby areas.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.

Skills

Customer service

Hospitality

Communication

Multitasking

Teamwork

Tools

PMS systems

POS systems

Cash handling

Job description

Sonesta Silicon Valley Milpitas, CA is seeking a Guest Service Agent to greet guests, manage check-in/out, and assist with reservations and room assignments. You will handle guest inquiries and payments, using PMS and POS systems, while coordinating with housekeeping and engineering to ensure smooth operations.

Flexibility for varied shifts is required. The role emphasizes guest service excellence, attention to detail, and teamwork in a fast-paced hotel environment, aligned with Sonesta's People