Guest Service Agent

Sonesta International Hotels; Brentwood (TN); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hospitality company is seeking a Guest Service Agent to manage front desk operations and ensure guest satisfaction. The role involves handling guest relations, managing transactions, and promoting teamwork. Ideal candidates should have strong communication skills and a high school diploma. Benefits include health insurance and hotel discounts.

Benefits

Health insurance

Retirement plans

Paid time off

Hotel discounts

Educational assistance

Qualifications

• One year of hotel or retail customer service experience preferred.
• Must obtain ServSafe certification; TIPS certification may be required.

Responsibilities

• Register guests, issue room keys, and provide hotel information.
• Process cash and credit transactions accurately.
• Fulfill guest requests and ensure proper delivery of services.

Skills

Communication

Problem-solving

Organizational skills

Education

High School diploma

Tools

Microsoft Office

Opera systems

Job description

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Job Description Summary
The Guest Services Agent (GSA) is responsible for delivering excellent service that contributes to the hotel's success by managing front desk operations and supporting the Operations Manager. The GSA acts as the primary point of contact for guests during their shift, handling guest relations and front desk technology systems. The GSA represents the brand as the first point of contact for all guests entering the hotel.

DUTIES AND RESPONSIBILITIES

• Deliver Sonesta Service in all guest interactions according to the Sonesta G.U.E.S.T. standards.
• Register guests, issue room keys, and provide hotel information. Answer phones courteously and promptly.
• Process cash and credit transactions accurately, including posting charges, preparing deposits, and securing the cash bank.
• Maintain security of guest information and financial transactions.
• Book reservations, process cancellations and updates, and up-sell rooms to maximize revenue.
• Follow hotel reservation strategies regarding room types and pricing.
• Coordinate with other shifts and management to promote teamwork and quality service.
• Service the shoppe and pour, ensuring guest satisfaction and legal compliance regarding alcohol sales.
• Fulfill guest requests and ensure proper delivery of services.
• Manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service laws.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

• High School diploma or equivalent.
• One year of hotel or retail customer service experience preferred.
• Experience in extended stay industry preferred.
• Fluent in English; additional languages beneficial.
• Strong communication skills.
• Basic math, budgeting, and profit/loss understanding preferred.
• Problem-solving and organizational skills preferred.
• Experience with Microsoft Office and Opera systems preferred.
• Must obtain ServSafe certification; TIPS certification may be required.
• Valid driver’s license.
• Physical ability to stand, bend, lift up to 50 pounds, and work mornings, evenings, weekends, and holidays.

ADDITIONAL INFORMATION

Benefits include health insurance, retirement plans, paid time off, hotel discounts, educational assistance, and more. Sonesta is an equal opportunity employer. Complete a full application and attach your resume; incomplete applications will not be considered.