Guest Experience Specialist — Front Desk

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

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company匹

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term DI

Hospital Indemnity & Critical Illness

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels is seeking a friendly Guest Service Agent to welcome guests, check in/out, and deliver personalized hospitality across the Front Office. This role blends guest engagement with hotel operations and requires a positive, service-driven attitude.

You will handle reservations, billing inquiries, upsell opportunities, coordinate with housekeeping and other departments, and uphold brand standards while ensuring memorable stays for every guest.

Qualifications

• Previous hotel/front desk or customer service experience preferred.
• Strong communication and guest service skills.
• Ability to multitask in a fast-paced hospitality environment.
• Experience with PMS and reservations platforms; cash handling preferred.
• Attention to detail and problem-solving.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts.
• Passion for hospitality and guest engagement.

Responsibilities

• Welcome guests and provide exceptional service during check-in/out.
• Assist with reservations, room assignments, billing inquiries, and special requests.
• Process transactions using PMS and POS accurately.
• Respond to guest concerns to ensure satisfaction.
• Maintain knowledge of hotel amenities and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams.
• Assist with room inventory management and upselling opportunities.
• Maintain Front Desk and lobby presentation.
• Follow procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals and group check-ins.
• Perform other duties as assigned.

Skills

Front Desk experience

Customer service

PMS experience

Cash handling

Communication skills

Tools

PMS systems

POS systems

Job description

Sonesta International Hotels is seeking a friendly Guest Service Agent to welcome guests, check in/out, and deliver personalized hospitality across the Front Office. This role blends guest engagement with hotel operations and requires a positive, service-driven attitude.

You will handle reservations, billing inquiries, upsell opportunities, coordinate with housekeeping and other departments, and uphold brand standards while ensuring memorable stays for every guest.