Guest Service Agent / PBX

Sonesta Hotels; Minneapolis (MN); On-site; USD 60,000 - 80,000; Full time

Job summary

Join an established industry player as a Guest Services Agent in a vibrant hotel environment! This role is pivotal in delivering outstanding service and ensuring guest satisfaction at every interaction. You'll be the friendly face that welcomes guests, manages reservations, and handles transactions with precision. With a focus on teamwork and quality service, you'll collaborate with various departments to create memorable experiences. If you're passionate about hospitality and thrive in a dynamic setting, this opportunity is perfect for you, offering a chance to grow in a supportive and rewarding atmosphere.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Sick Days

401(k) Retirement Plan with Company Match

Qualifications

• High School diploma required; previous hotel or retail experience preferred.
• Fluent in English; other languages beneficial.

Responsibilities

• Deliver exceptional guest service according to Sonesta standards.
• Process transactions and manage guest reservations efficiently.
• Ensure compliance with health and safety regulations.

Skills

Customer Service

Communication Skills

Mathematical Skills

Problem Solving

Organizational Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Opera Systems

Job description

Job Description Summary

The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSA is the first point of contact and therefore represents the brand as all guests enter the hotel.

Job Description

DUTIES AND RESPONSIBILITIES:

• 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

• Pay rate $19.62. Pay rate outlined follows contract requirements.

  Unite Here Local 17

  Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. Employees are offered a variety of benefits including:

  * Medical, Dental and Vision Insurance

  * Paid Vacation and Sick Days

  * Holidays and Personal Days (Floaters)

  * 401(k) Retirement Plan with Company Match

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