Guest Service Agent

Sonesta Hotels; Cambridge (MA); On-site; USD 35,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account with Company –

401(k) Retirement Plan with Company –

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term —

Hospital Indemnity, Critical Illness &

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests, handling front desk tasks, reservations, check-ins/check-outs, and guest inquiries. You will uphold Sonesta’s service standards while supporting the Operations Manager on shift.

The role requires reliable English communication, cash handling, and a friendly, professional demeanor across mornings, evenings, weekends, and holidays. Training provided to strengthen systems knowledge.

Qualifications

• Fluent English speaking, reading and writing required.
• Previous hotel or retail customer service experience preferred.
• Professional verbal and written communication skills.
• Microsoft Office and Opera systems experience preferred.
• ServSafe certification required at hire or soon after.
• TIPS certification may be required.
• Valid driver’s license required.

Responsibilities

• Deliver Sonesta Service per G.U.E.S.T. standards in all guest interactions.
• Register guests, issue keys, provide hotel information, and answer calls promptly.
• Process cash and card transactions per procedures and manage deposits and reports.
• Maintain security of financials and guest information.
• Routinely book reservations and upsell rooms when possible.
• Support seasonal reservation strategies and pricing guidance.
• Promote teamwork and coordinate with shifts and departments.
• Service the shoppe and pour per local alcohol laws.
• Fulfill guest requests and ensure proper delivery of services.
• Issue and manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service laws and regulations.
• Perform other duties as assigned.

Skills

Fluent English

Customer service

Verbal communication

Microsoft Office

Opera systems

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera 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 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.

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.