Guest Service Agent

Sonesta International Hotels Corporation; Missouri; On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA match

401(k) match

Paid time off

Parental leave

Life insurance

Disability insurance

Education assistance

Hotel discounts

Job summary

Sonesta International Hotels is seeking a Guest Service Agent to welcome guests, handle check-in/check-out, and deliver friendly, efficient hospitality across our Front Office team. You’ll assist with reservations, room information, and guest requests, coordinating with housekeeping and other departments to ensure a smooth stay.

You’ll maintain high presentation standards, contribute to a positive guest experience, and stay flexible to morning, evening, weekend, and holiday shifts in a

Qualifications

• Previous hotel/front desk or hospitality experience preferred.
• Strong communication, interpersonal and guest service skills.
• Ability to multitask in a fast-paced hospitality environment.
• Experience using PMS and POS systems and handling cash transactions preferred.
• Attention to detail and problem-solving oriented.
• Flexible availability including mornings, evenings, weekends and holidays.

Responsibilities

• Welcome guests warmly during check-in and check-out and throughout the stay.
• Assist guests with reservations, room assignments, billing inquiries, information, and requests.
• Process transactions accurately using PMS and POS systems.
• Respond promptly to guest concerns and requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, services, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership for smooth operations.
• Support room inventory, upsell opportunities, and cross-department communication.
• Maintain clean, organized front desk and lobby presentation.
• Follow brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.

Skills

Guest service

Communication

Multitasking

PMS systems

Cash handling

Teamwork

Guest engagement

Tools

PMS systems

POS 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

Are you a people person with a passion for hospitality? Every great stay starts with a great welcome. As a Guest Service Agent, you’ll help create memorable guest experiences from the moment guests arrive through check-out — delivering friendly, efficient, and personalized hospitality every step of the way. This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations. You’ll be a key part of the Front Office team, helping ensure guests feel welcomed, supported, and genuinely cared for throughout their stay. If you’re upbeat, service-driven, and passionate about hospitality — we’d love to meet you.

What you’ll be doing

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

The essentials

• Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
• Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Positive, collaborative, and service-focused mindset.
• Ability to handle guest concerns professionally and create positive guest experiences.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
• A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

Anticipated Pay Range & Additional Job Information

How we reward you

• 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)

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.

We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.