Guest Service Agent - Hospitality & VIP Guest Experience

Sonesta International Hotels; Milpitas (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M"

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels in Milpitas, CA, is seeking a friendly Guest Service Agent to welcome guests, assist with reservations, check-in/out, and deliver personalized service.

You will work with Housekeeping and F&B to ensure smooth operations, handle PMS/POS transactions, and upsell services while maintaining a warm, professional presence.

If you are passionate about hospitality and can thrive in a fast-paced environment with flexible hours, we want to meet you.

Qualifications

• 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.

Responsibilities

• 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 and POS systems.
• Respond quickly and professionally to guest concerns and service requests to ensure guest satisfaction.
• Maintain knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams to support smooth operations.
• Assist with room inventory management, upselling opportunities, and inter-department communication.
• Maintain cleanliness and presentation standards across Front Desk and lobby areas.
• Follow operational procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

Skills

Customer service

Multitasking

Communication

Teamwork

Problem-solving

Attention to detail

Tools

PMS

POS

Job description

Sonesta International Hotels in Milpitas, CA, is seeking a friendly Guest Service Agent to welcome guests, assist with reservations, check-in/out, and deliver personalized service.

You will work with Housekeeping and F&B to ensure smooth operations, handle PMS/POS transactions, and upsell services while maintaining a warm, professional presence.

If you are passionate about hospitality and can thrive in a fast-paced environment with flexible hours, we want to meet you.