Guest Service Agent

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

Benefits offered by this job

Medical Insurance

HSA

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Desk Supervisor to lead the guest service team and ensure welcoming, seamless stays from check-in to check-out.

In a fast-paced hospitality environment, you will oversee front desk operations, assist guests with reservations and billing, and coordinate with Housekeeping, Engineering, and F&B to keep operations smooth. The role requires strong communication and multitasking with a service-focused mindset.

Qualifications

• Previous hotel/front desk/hospitality experience preferred.
• Strong communication and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS, reservations platforms, and POS systems.
• Strong attention to detail, organization, and problem-solving skills.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.

Responsibilities

• Welcome guests warmly and provide exceptional service during check-in and check-out.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions using PMS and POS systems.
• Respond quickly and professionally to guest concerns to ensure satisfaction.
• Maintain knowledge of hotel amenities, services, local attractions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership to support smooth operations.
• Assist with room inventory management and upselling opportunities.
• Maintain cleanliness and presentation standards across Front Desk and lobby areas.
• Follow hotel procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals and group check-ins.
• Any other duties as assigned.

Skills

Customer service

Communication

Hospitality

Multitasking

Teamwork

Tools

PMS systems

POS systems

Reservations platforms

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 Front Desk Supervisor, 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

Pay range $24.00 - $25.00.

Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific experience/overall experience.

How we reward you

• 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.

At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.