Guest Service Agent -Second shift

Sonesta International Hotels; Nashville (TN); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company M

401(k) Retirement Plan with Company M

Paid Vacation and Sick Days

Free parking

Free shift meal

Employee hotel discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Disability Insurance

Employee perks and discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests, handling front desk duties, reservations, and guest relations. The role supports the Operations Manager and ensures Sonesta service standards are met during shifts.

Prior hotel or customer service experience is preferred, with English fluency and strong communication skills. The position requires the ability to handle cash and transactions, operate front desk technology, and comply with

Qualifications

• High School diploma or equivalent required.
• One year of hotel or retail customer service experience preferred.
• Ability to speak, read, and write fluent English.
• Professional verbal and written communication skills.
• Must obtain ServSafe certification and may obtain TIPS certification.

Responsibilities

• Register guests, issue room keys, and provide information; answer phones courteously.
• Process cash and credit card transactions accurately; post charges and prepare deposits.
• Maintain security of cash, transactions, and guest information.
• Assist with guest reservations; upsell rooms when appropriate and follow seasonal pricing strategies.
• Support front desk operations and communication across shifts and departments; uphold Sonesta service standards.

Skills

Customer service

Fluent English

Cash handling

Communication skills

Microsoft Office

Opera systems

ServSafe certification

TIPS certification

Valid driver\'s license

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

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.

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.

Pay Range

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match (available the first day of the month after hire date)
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days (2 weeks of vacation, 6 sick days, 10 paid holidays per year)
• Free parking
• Free shift meal
• $60 Shoes for Crew credit per year
• Fun, family environment
• Sonesta Hotel Discounts (over 1,200 hotels world-wide)
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• 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

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.