Guest Service Agent

Sonesta Hotels; Minneapolis (MN); On-site; USD 30,000 - 38,000; Full time

Job summary

Sonesta Hotels is seeking a dedicated guest service representative in Minneapolis, responsible for ensuring exceptional guest interactions and service delivery. Candidates should possess a high school diploma, be skilled in communication, and have some experience in hotel or retail customer service. The role involves handling reservations, processing financial transactions, and maintaining guest satisfaction, all within a dynamic team environment. Comprehensive benefits are provided, including health insurance and retirement plans.

Benefits

Medical, Dental and Vision Insurance

401(k) Retirement Plan with Company Match

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Qualifications

• One year of previous hotel experience or retail customer service preferred.
• Fluent in English; other languages beneficial.
• Will be required to obtain a ServSafe certification.

Responsibilities

• Register guests, issue room keys, and provide information on hotel services.
• Process cash and credit card transactions accurately.
• Resolve guest special requests and maintain service quality standards.

Skills

Customer Service

Communication

Problem Solving

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

• 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.

Additional Job Information / Anticipated

Pay Range

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including :

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

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