Guest Service Representative

Sonesta International Hotels; Columbus (OH); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

HSA with match

401(k) match

Paid vacation & sick time

Life insurance

Disability insurance

Educational assistance

Hotel discounts

Employee discounts

Job summary

Sonesta International Hotels is seeking a Guest Service Agent to warmly welcome guests, check them in and out, and coordinate with hotel teams to ensure a seamless stay.

You will handle reservations, room assignments, billing inquiries, and guest requests, while maintaining knowledge of amenities and local attractions. This role fits a fast-paced hospitality environment with a focus on outstanding guest experiences.

Qualifications

• Experience in front desk or guest services roles preferred.
• Strong communication and guest service orientation.
• Ability to multitask in a fast-paced environment.
• Familiarity with PMS, reservations platforms, and POS systems.

Responsibilities

• Welcome guests with a warm, professional greeting and assist with check-in/check-out.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions accurately using PMS and POS systems.
• Respond promptly to guest concerns and requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, local attractions, and promotions.
• Coordinate with Housekeeping, Engineering, F&B, and leadership to support operations.

Skills

Customer service

Communication

Multitasking

Cash handling

Education

Front Desk hospitality experience preferred

Tools

PMS systems

Reservations platforms

POS systems

Job description

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

What this role is all about

Are you a people person with a passion for hospitality? Every great stay starts with a great welcome. As a Guest Service Agent, you’ll help create memorable guest experiences from the moment guests arrive through check-out — delivering friendly, efficient, and personalized hospitality every step of the way.

This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations. You’ll be a key part of the Front Office team, helping ensure guests feel welcomed, supported, and genuinely cared for throughout their stay.

If you’re upbeat, service-driven, and passionate about hospitality — we’d love to meet you.

What you’ll be doing

What you’ll do

• 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(Property ManagementSystem)and POS(Point of Sale)computersystems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other dutiesasassigned.

The essentials

• 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.

Anticipated Pay Range & Additional Job Information

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:

• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you’ll want to use these )
• Additional Perks & Employee Discounts

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.