Guest Relations Agent

Sonesta Hotels International Corporation; Miami Beach (FL); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 15

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Educational Assistance

Job summary

Sonesta International Hotels is seeking a Guest Relations Agent to lead welcoming, seamless guest experiences from check-in to check-out in a fast-paced hotel environment. You will coordinate with Housekeeping, Engineering, and F&B to ensure exemplary service and efficient operations.

You will handle reservations, billing queries, and guest requests using PMS and POS systems while upholding Sonesta's People People culture with a service-driven, detail-oriented mindset.

Qualifications

• Strong communication, interpersonal, and guest service skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, and POS systems.
• Attention to detail, organization, and problem-solving abilities.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the 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 to guest concerns and service requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, services, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership to support operations.
• Assist with room inventory and upselling opportunities.
• Maintain cleanliness and presentation of Front Desk and lobby areas.
• Follow procedures, brand standards, and safety guidelines.
• Support VIP arrivals and group check-ins.

Skills

Strong communication

Guest service

Multitasking

Organization

Teamwork

Tools

PMS systems

Reservations platforms

POS systems

Job description

We're People People. Are you?

We're Sonesta International Hotels-the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be.

But here's the thing-we're not just in the business of hotels, we're in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect-delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

The Front Office is the heartbeat of the guest experience - and as the Guest Relations Agent, you'll help lead the team that creates welcoming, seamless, and memorable stays from check-in to check-out.

This role is perfect for someone who thrives in a fast-paced hospitality environment and enjoys balancing guest service, team support, and daily hotel operations. You\'ll help oversee Front Desk operations, support guest satisfaction, and ensure every interaction reflects the warmth and energy of Sonesta\'s People People culture.

If you\'re service-driven, organized, collaborative, and passionate about hospitality leadership - we\'d love to meet you.

What you\'ll be doing

• 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 (Property Management System ) and POS (Point of Sale) computer 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 closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.

• Assist with room inventory management, upselling opportunities, and operational communication across departments.

• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.

• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.

• Support VIP arrivals, group check-ins, and special guest experiences as needed.

• Any other duties as assigned.

The essentials

• 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.

Anticipated Pay Range & Additional Job Information

$19.00 hourly

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Medical, Dental & Vision Insurance

• Health Savings Account (HSA) with Company Match

• 401(k) Retirement Plan with Company Match

• Paid Vacation & Sick Time

• Paid Parental Leave

• Company-Paid Life Insurance

• Company-Paid Short-Term & Long-Term Disability

• Hospital Indemnity, Critical Illness & Accident Insurance

• Educational Assistance

• Sonesta Hotel Discounts (yes, you\'ll want to use these)

• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.