Guest Experience Specialist — Front Desk & Reservations

Sonesta Hotels International Corporation in; Baltimore (MD); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health savings account

401(k) Retirement Plan with Company/US

Paid Vacation & Sick Time

Company-Paid Life Insurance

Disability Insurance

Hotel Discounts

Educational Assistance

Job summary

Sonesta Hotels International Corporation is seeking a Guest Services Agent for our Baltimore property. The GSA will be the first point of contact for guests, handling check-ins, information requests, and service recovery with a focus on Sonesta Service standards.

Responsibilities include registering guests, processing payments, upselling rooms when appropriate, and coordinating with other shifts to ensure a smooth guest experience.

Qualifications

• High School diploma or equivalent required.
• One year of previous hotel experience, or retail customer service preferred.
• Fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills including basic math and budgeting preferred.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe and/or TIPS certifications may be required.
• Valid driver's license required.

Responsibilities

• Register guests and issue room keys; provide information on hotel services and room locations.
• Answer phones in a prompt and courteous manner.
• Process cash and credit card transactions accurately and manage deposits/reports.
• Maintain the security of cash, transactions, and guest information.
• May book reservations and upsell rooms when appropriate.
• Follow seasonal reservation strategy for pricing and room type.
• Promote teamwork and quality service across shifts and management.
• Service the shoppe and pour; comply with alcohol laws.
• Fulfill guest special requests and delivery of services.
• Issue and release guest safe-deposit boxes.
• Follow health, safety, and alcohol service regulations.
• Perform other duties as assigned.

Skills

Customer service

Fluent English

Communication skills

Problem solving

Cash handling

ServSafe certification

TIPS certification

Opera systems

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

Sonesta Hotels International Corporation is seeking a Guest Services Agent for our Baltimore property. The GSA will be the first point of contact for guests, handling check-ins, information requests, and service recovery with a focus on Sonesta Service standards.

Responsibilities include registering guests, processing payments, upselling rooms when appropriate, and coordinating with other shifts to ensure a smooth guest experience.