Guest Service Agent-PM Shift

Sonesta International Hotels; El Segundo (CA); On-site; USD 64,472,000 - 65,904,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company M

401(k) with Company Match

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Disability Insurance

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to manage front desk operations, assist guests, and uphold Sonesta's service standards. You will handle check-ins, provide information about hotel services, and ensure guest satisfaction throughout shifts.

This role requires strong communication, cash handling accuracy, and the ability to work mornings, evenings, weekends, and holidays. Opportunities for growth exist within a growing hotel portfolio.

Qualifications

• High School diploma or equivalent.
• One year of hotel experience or retail customer service preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• ServSafe certification may be required; TIPS certification may be required.
• Valid driver’s license.

Responsibilities

• Register guests, issue room keys, and provide information on hotel services and room location; answer phones promptly and courteously.
• Accurately process cash and credit card transactions; post charges and prepare deposits.
• Maintain security of cash, credit card transactions, and guest information.
• May book guest reservations and upsell rooms to maximize revenue; update changes.
• Follow seasonal reservation strategy and coordinate with management.
• Deliver guest services and shoppe/pour service while adhering to laws on alcohol service.
• Ensure guest special requests are fulfilled and safe-deposit boxes are controlled.
• Comply with health, safety, and alcohol service regulations.

Skills

Customer service

Communication

Problem solving

Multitasking

Sales skills

Education

High School diploma

Tools

Opera

Microsoft Office

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).

Job Description Summary

What this role is all about

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
• 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.