Guest Service Agent

Sonesta International Hotels; Garden Grove (CA); On-site; Full time

Job summary

A leading hotel chain is seeking a Guest Service Agent responsible for delivering exceptional service and managing front desk operations. The role involves guest registration, handling transactions, and ensuring guest satisfaction. Ideal candidates will have strong communication skills and a background in customer service. Join a dynamic team and contribute to creating memorable experiences for guests.

Benefits

Health insurance

401(k)

Paid time off

Hotel discounts

Educational assistance

Qualifications

• One year of hotel or retail customer service experience preferred.
• Fluent in English; additional languages beneficial.
• Must obtain ServSafe certification; TIPS certification may be required.

Responsibilities

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

Skills

Communication

Problem-solving

Organizational

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 consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and supporting the Operations Manager. The GSA serves as the point person for front desk technology systems and in-house guest relations during their shift. The GSA is the first point of contact and therefore represents the brand as guests enter the hotel.

DUTIES AND RESPONSIBILITIES

1. Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
2. Register guests, issue room keys, and provide information on hotel services and room locations. Answer phones promptly and courteously.
3. Process all cash and credit transactions accurately, including posting charges, preparing deposits, and securing the bank.
4. Maintain the security of cash, credit card transactions, and guest information.
5. Book guest reservations, process cancellations, revisions, and information updates. Up-sell rooms to maximize revenue.
6. Follow the seasonal demand reservation strategy communicated by hotel management.
7. Promote teamwork and quality service through communication with other shifts and management.
8. Service the shoppe and pour, ensuring guests receive services and products offered by the hotel, following all laws regarding alcohol sales.
9. Fulfill guest special requests and ensure proper delivery of services.
10. Manage guest safe-deposit boxes.
11. Comply with laws regarding health, safety, and alcohol services.
12. Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

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

Additional Job Information

Pay Range: $18.50 - $20.35 per hour

Benefits include health insurance, 401(k), paid time off, hotel discounts, educational assistance, and more.

Sonesta is an equal opportunity employer. Complete a full application and attach a resume; incomplete applications will not be considered.