Guest Service Agent-PM Shift

Sonesta Hotels International Corporation in; El Segundo (CA); On-site; USD 31,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company…

401(k) Retirement Plan with Company…

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Company Paid Life Insurance

Company Paid Short Term and Long Term…

Hospital Indemnity

Critical Illness Insurance

Job summary

Sonesta Hotels International Corporation seeks a Guest Services Agent to deliver exceptional front desk service and guest relations. You will manage guest check-ins/outs, provide information on hotel services, and handle guest inquiries throughout your shift, representing the Sonesta brand.

The role emphasizes accuracy in cash handling, strong communication, and the ability to work mornings, evenings, weekends, and holidays. Prior hotel or retail experience is preferred.

Qualifications

• High School diploma or equivalent.
• Fluent English (read, write, speak); other languages beneficial.
• Professional verbal and written communication skills.
• Microsoft Office and Opera systems experience preferred.
• ServSafe certification required; TIPS certification may be required.
• Valid driver's license.

Responsibilities

• Register guests, issue room keys, and provide information on hotel services and locations.
• Answer phones promptly and courteously.
• Process cash and credit card transactions per procedures; prepare deposits and reports.
• Maintain security of cash, credit card data, and guest information.
• Routinely book guest reservations; handle cancellations and updates; upsell rooms when possible.
• Follow seasonal reservation strategy for room type and stay length pricing.
• Promote teamwork and quality service across shifts and departments.
• Serve the shoppe and pour; comply with laws on alcohol service.
• Fulfill guest special requests and ensure delivery of services.
• Issue and manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service regulations.
• Perform other duties as assigned.

Skills

Fluent English

Verbal communication

Written communication

Microsoft Office

Opera systems

ServSafe certification

TIPS certification

Valid driver's license

Problem solving

Time management

Education

High School diploma

Tools

Microsoft Office

Opera PMS

Job description

Sonesta Hotels International Corporation

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

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 first point of contact and therefore represents the brand as all guests enter the hotel.

What you'll be doing

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.

Anticipated Pay Range & Additional Job Information

Pay ranges from $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.

Here's a snapshot of what we offer:

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