Guest Service Agent

Sonesta Hotels; Fort Lauderdale (FL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA Matching

401(k) with Company Match

Paid Vacation & Sick Time

Parental Leave

Life Insurance

Short-Term & Long-Term Disability

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta Hotels is seeking a friendly Front Desk Agent to be the first point of contact for guests, handling check-ins, check-outs, reservations, and inquiries with efficiency and a positive attitude.

The role suits someone who enjoys a fast-paced environment, delivering excellent customer service, and growing within hospitality. Strong communication and organizational skills are essential for success.

Qualifications

• High school diploma or equivalent required; some hospitality training preferred.
• Excellent verbal and written communication skills in English.
• Ability to operate property management and reservation systems with accuracy.

Responsibilities

• Greet and check in/out hotel guests promptly and professionally.
• Process payments including cash, cards, and deposits following procedures.
• Handle inquiries, reservations, cancellations, and requests with care.
• Promote hotel services and upsell upgrades when appropriate.
• Respond to complaints and resolve issues using service recovery strategies.
• Coordinate with management and other departments for guest needs.
• Perform front desk duties like concierge services and special requests.

Skills

Communication skills

Customer service

PMS software

Education

High school diploma

Tools

Property management systems

Reservation 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

We are looking for a friendly and professional Front Desk Agent to join our hotel team! In this role, you will be the first point of contact for our guests, handling check-ins, check-outs, reservations, and guest inquiries with efficiency and a positive attitude. This is a great opportunity for someone who enjoys working in a fast-paced environment, takes pride in delivering excellent customer service, and is looking to grow within the hospitality industry. If you are organized, dependable, and have strong communication skills, we’d love to hear from you!

What you’ll be doing

• Greet and check in/out hotel guests promptly and professionally, ensuring a smooth and welcoming arrival and departure experience
• Process all payments accurately, including cash, credit cards, and deposits, following hotel accounting procedures and securing assigned cash bank
• Handle guest inquiries, reservations, cancellations, and requests via phone or in-person with excellent customer service and attention to detail
• Promote hotel services and upsell room upgrades when possible to maximize guest satisfaction and revenue
• Respond to guest complaints and resolve issues promptly, utilizing service recovery strategies to ensure complete guest satisfaction
• Maintain effective communication with management and other departments to ensure guest needs are met and special requests are fulfilled
• Perform additional front desk duties, such as issuing safe-deposit boxes, concierge services, and assisting with special guest needs

The essentials

• High school diploma or equivalent required; some college or hospitality training preferred
• Minimum of 1 year of front desk or customer service experience in a hotel or similar environment
• Excellent verbal and written communication skills; fluency in English required (additional languages a plus)
• Strong computer skills with the ability to operate property management and reservation systems
• Ability to work flexible hours, including nights, weekends, and holidays, with a professional and customer-focused attitude

Anticipated Pay Range & Additional Job Information

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.