Guest Service Agent-3

Sonesta Hotels International Corporation; El Segundo (CA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Health Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation & Sick Days

Hotel Discounts

Job summary

Sonesta International Hotels in El Segundo, CA, is seeking a Front Desk Supervisor to lead the guest experience from check-in to check-out. The role emphasizes service-driven leadership, team support, and daily hotel operations in a fast-paced environment.

Ideal candidates bring 2+ years in customer service, frontline hotel experience, and strong knowledge of PMS systems. Collaboration across departments and flexible availability are key to delivering exceptional stays and guest satisfaction.

Qualifications

• Minimum 2 years in a customer service role.
• Experience in front desk, hotel operations, or guest services is preferred.
• Leadership or supervisory experience in hotels is preferred.
• Strong knowledge of front desk operations, PMS, reservations, and room inventory management.

Responsibilities

• Support daily Front Desk and guest service operations including check-in/check-out and lobby experience.
• Supervise and motivate Front Desk Agents and guest service teams.
• Assist with room assignments, reservations coordination, and upselling opportunities.
• Collaborate with Housekeeping, Engineering, F&B, and leadership for seamless operations.
• Provide onboarding, training, scheduling, and communication for Front Desk staff.

Skills

Customer service

Leadership

Communication

Multitasking

Organizational skills

Hospitality knowledge

Guest satisfaction

Tools

PMS systems

Reservations 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

The Front Office is the heartbeat of the guest experience - and as the Front Desk Supervisor, you'll help lead the team that creates welcoming, seamless, and memorable stays from check-in to check-out.

This role is perfect for someone who thrives in a fast-paced hospitality environment and enjoys balancing guest service, team support, and daily hotel operations. You'll help oversee Front Desk operations, support guest satisfaction, and ensure every interaction reflects the warmth and energy of Sonesta's People People culture.

If you're service-driven, organized, collaborative, and passionate about hospitality leadership - we'd love to meet you.

What you'll be doing

• Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
• Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
• Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
• Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
• Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
• Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
• Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
• Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
• Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
• Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
• Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.
• Any other duties assigned.

What great looks like

• At least 2 years of experience in a customer service role.
• Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.
• Previous leadership or supervisory experience within hotels or hospitality operations preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Strong organizational skills with attention to detail and operational consistency.
• Positive, collaborative, and service-focused leadership approach.
• Experience handling guest recovery situations and creating exceptional guest experiences preferred.
• Ability to work collaboratively across departments and support operational teamwork.
• Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.

Anticipated Pay Range & Additional Job Information

Pay ranges $22.50 - $23. The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience

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.

• 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
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.