Guest Service Agent

Sonesta; City of White Plains (NY); On-site; USD 34,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 4%

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Employee Discounts

Educational Assistance

Job summary

Sonesta International Hotels Corporation is seeking a Guest Services Agent to support the front desk and Operations Manager. You will register guests, issue keys, and answer phones while handling cash and card transactions and posting charges.

Upsell rooms and assist guests with requests, ensuring guest satisfaction and brand standards. Strong English communication, basic math, and familiarity with Opera systems are required.

Qualifications

• High school diploma or equivalent required.
• Professional verbal and written communication skills.
• Experience in hotel or retail customer service preferred.
• Ability to use Microsoft Office and Opera systems.
• ServSafe and/or TIPS certifications may be required.

Responsibilities

• Register guests, issue room keys, and provide information on services.
• Answer phones promptly and courteously.
• Process cash and credit card transactions, post charges, and manage deposits.
• Upsell rooms when appropriate to maximize revenue.
• Maintain guest relations and assist with special requests.
• Issue and secure guest safe-deposit boxes and ensure security of transactions.

Skills

Customer service

Cash handling

English fluency

Verbal and written communication

Multitasking

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera PMS

Job description

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**Pay Range: $24.84 - $27.60 ; Pay rate outlined follows contract requirements. **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. **Before You Apply** To be considered, please complete the full application in addition to submitting your resume. Incomplete applications will not be reviewed.