Guest Service Agent

Sonesta Hotels International Corporation in; Cambridge (MA); On-site; USD 35,000 - 38,000; Part time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account (HSA) with  Co.

401(k) Retirement Plan with Company M"

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term Di

Disability insurance

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels in Cambridge, MA is seeking a part-time Guest Service Agent to handle front desk operations, guest relations, reservations, and guest transactions with a focus on exceptional service.

You will support the Operations Manager, manage front desk technology, and be the first point of contact for guests in a dynamic hotel environment. A background in hospitality or customer service is preferred.

Qualifications

• High School diploma or equivalent required.
• One year of hotel or retail customer service preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills including basic math, budgeting, P&L concepts, percentages, and variances.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe certification may be required.
• TIPS certification may be required.
• Valid driver’s license required.

Responsibilities

• Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
• Register guests, issue room keys, and provide information on hotel services and room location. Answer phones promptly and courteously.
• Process cash and credit card transactions per procedures; post charges, prepare deposits, and secure banks.
• Maintain security of cash, credit card transactions, and guest information.
• Routinely book guest reservations; handle cancellations and updates; upsell rooms when possible.
• Follow seasonal reservation strategy for room type and stay pricing.
• Promote teamwork and coordinate with other shifts and departments.
• Serve the shoppe and the pour; follow local alcohol service laws.
• Fulfill guest special requests and ensure proper delivery of services.
• Issue and release guest safe-deposit boxes.
• Comply with laws on health, safety, and alcohol services.
• Perform other duties as assigned.

Skills

English fluency

Microsoft Office

Opera systems

Communication skills

Cash handling

Mathematics

Education

High School diploma

Tools

Opera systems

Job description

Royal Sonesta Cambridge, MA Job Id R-0074645

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

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 Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel.

What you’ll be doing

DUTIES AND RESPONSIBILITIES

• Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.


• Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.


• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.


• Responsible to maintain the security of cash, credit card transactions, and guest information.


• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. Up-sell rooms where possible to maximize revenue.


• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.


• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.


• Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales.


• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.


• Issue, control and release guest safe-deposit boxes.


• Comply with federal, state and local laws regarding health, safety, and alcohol services.


• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

• High School diploma or equivalent required.


• One year of previous hotel experience, or retail customer service preferred.


• Previous background from the extended stay industry preferred.


• Ability to speak, read, and write fluent English; other languages beneficial.


• Professional verbal and written communication skills.


• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.


• Problem solving, reasoning, motivating, organizational and training abilities preferred.


• Experience with Microsoft Office and Opera systems preferred.


• Will be required to obtain a ServSafe certification.


• May be required to obtain a TIPS certification.


• Valid driver’s license required.


• Frequently standing up, bending, climbing, kneeling, and moving about the facility.


• Carrying, lifting or pulling items weighing up to 50 pounds.


• Frequently handling objects and equipment.


• Standing for extended periods of time.


• Will be required to work mornings, evening, weekends, and holidays.

Anticipated Pay Range & Additional Job Information

$25.50 to $27.50 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

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.

• 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.

Become part of our team as a Guest Service Agent, where you will be the first point of contact for guests, ensuring a welcoming and memorable experience. You will handle front desk operations, guest relations, and front desk technology, ideally suited for candidates with strong communication skills and a background in hospitality or customer service.

We are expanding our team: As a Part Time Guest Service Agent, you will play a key role in delivering exceptional guest experiences at Sonesta International Hotels. You will be the first point of contact for guests, manage front desk operations, and support the Operations Manager. Ideal candidates have strong communication skills and a passion for guest service.

We are looking for a Guest Service Agent to deliver exceptional front desk support, ensuring guest satisfaction and operational excellence. You will be the first point of contact for guests, handling reservations, transactions, and guest relations. Ideal candidates have strong communication skills and experience in hospitality or customer service.

Join our team as a Guest Service Agent, where you will be the first point of contact for guests, ensuring a welcoming and memorable experience. You will handle front desk operations, guest relations, and technology systems, supporting the hotel’s mission and operations. Ideal candidates bring strong communication skills and a passion for delivering quality service.

Take on the role of Bell/Luggage Attendant, where you will assist guests with luggage, provide directions, and ensure a positive first impression. This position is ideal for individuals who are approachable and enjoy delivering excellent service in a dynamic hotel environment.