Guest Service Agent-2

Sonesta International Hotels; West Des Moines (IA); On-site; USD 28,000 - 38,000; Full time

Job summary

A leading hotel chain is seeking a Guest Service Agent-2 to enhance guest experiences at the front desk. The role involves assisting guests with check-in, overseeing financial transactions, and providing exceptional customer service while adhering to company standards.

Benefits

Health insurance

Retirement plans

Paid time off

Hotel discounts

Educational assistance

Qualifications

• One year of hotel or retail customer service experience preferred.
• Fluent in English; additional languages beneficial.
• Physical ability to stand, bend, lift up to 50 pounds.

Responsibilities

• Deliver Sonesta Service in all guest interactions according to G.U.E.S.T. standards.
• Register guests, issue room keys, and provide information about hotel services.
• Process cash and credit transactions accurately.

Skills

Communication

Problem-solving

Organizational skills

Basic math

Education

High School diploma or equivalent

ServSafe certification

TIPS certification

Tools

Microsoft Office

Opera systems

Job description

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Job Description Summary

The Guest Services Agent (GSA) is responsible for delivering results that contribute to the hotel's success by accomplishing objectives at the front desk and supporting the Operations Manager. The GSA acts as the point person for front desk technology systems and guest relations during their shift, representing the brand as the first point of contact for all guests entering the hotel.

Responsibilities

• Deliver Sonesta Service in all guest interactions according to G.U.E.S.T. standards.
• Register guests, issue room keys, and provide information about hotel services and room locations. Answer phones courteously and promptly.
• Process all cash and credit transactions accurately, including posting charges, preparing deposits, and securing bank funds.
• Maintain the security of financial transactions and guest information.
• Book reservations, process cancellations and updates, and upsell rooms to maximize revenue.
• Follow seasonal demand strategies regarding room types and pricing.
• Coordinate with other shifts and management to promote teamwork and service quality.
• Service the shoppe and pour, ensuring guests receive quality service and products, following local laws regarding alcohol sales.
• Fulfill guest requests and ensure proper delivery of services.
• Manage guest safe-deposit boxes and comply with health, safety, and alcohol laws.
• Perform other duties as assigned.

Qualifications

• High School diploma or equivalent.
• One year of hotel or retail customer service experience preferred.
• Background in extended stay industry preferred.
• Fluent in English; additional languages beneficial.
• Strong communication skills.
• Basic math and financial skills preferred.
• Problem-solving and organizational skills preferred.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe certification required; TIPS certification preferred.
• Valid driver’s license.
• Physical ability to stand, bend, lift up to 50 pounds, and work mornings, evenings, weekends, and holidays.

Additional Information

Benefits include health insurance, retirement plans, paid time off, hotel discounts, educational assistance, and more.

Sonesta is an equal opportunity employer. Applicants should complete a full application and attach a resume. Incomplete applications will not be considered.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Other
• Industry: Hospitality

This job posting is active.