Guest Service Representative

Sonesta International Hotels Corporation; Lihue (HI); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation & Sick Time

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Desk Agent in Hawaii. You’ll greet guests, check in/out, and assist with inquiries to ensure a memorable stay. The role emphasizes exceptional service, efficiency, and upselling rooms when appropriate.

Qualifications include a high school diploma or equivalent and prior front-desk or guest service experience. A fast-paced environment, weekend shifts, and on-site work are expected, with a comprehensive benefits package offered.

Qualifications

• High School diploma or equivalent required.
• One year of hotel or customer service experience preferred.
• Professional verbal communication and strong interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Greet guests warmly and professionally to ensure guest satisfaction.
• Respond to inquiries and anticipate guest needs.
• Register guests, verify registration, issue room keys, and provide information on hotel services.
• Manage front desk operations to minimize check-in/check-out time.
• Accept payments and post charges while delivering final bills.

Skills

Professional verbal communication

Reading and writing abilities

Interpersonal skills

Customer service

Organizational skills

Front desk experience

Opera systems

Microsoft Office

Education

High School diploma or equivalent

Tools

Opera PMS

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).

What this role is all about

The Front Desk Agent sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction. The ideal candidate has a passion for hospitality and going beyond for our guests.

What you’ll be doing

• Greet guests warmly and professionally to ensure overall guest satisfaction.
• \Ability to deliver quality customer service, respond, and anticipate customer needs.
• Register guests, verify registration, issue room keys, and provide information on hotel services and room location.
• Manage the operations of the front desk, ensuring minimal time is required for check in and checkout.
• Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests.
• Issue, control, and release guest safe-deposit boxes.
• Maintain the security of cash, credit card transactions, and guest information.
• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events.
• Assist occasionally with Night Audit, PBX and Concierge duties as needed.
• Maintain knowledge of upcoming events, local area, and hotel offerings.
• 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.
• Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.
• Treat requests with professionalism, tact, and a courteous and professional manner.
• Display a daily professional, courteous and positive attitude towards guests and fellow employees.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Support team to reach common goals.
• Perform other job duties as requested by supervisors as other job duties maybe assigned as needed.
• Understanding of Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements.
• Ability to perform work without direct supervision and handle multiple projects simultaneously.
• Ability to deliver high quality customer service and responds to customer needs.

Qualifications and Skills

• Valid Driver’s License preferred.
• Professional verbal communication skills.
• Reading and writing abilities to understand departmental correspondences and complete all required departmental documents.
• Excellent interpersonal and customer service skills, including dealing with difficult guests.
• Excellent organizational skills and attention to detail.
• Previous front facing guest service experience preferred.
• Experience with Microsoft Office, related computer software programs, and Opera systems preferred.
• Ensure overall guest satisfaction.

Work Environment

Must be able work in a fast-paced environment. Guest-facing position standing behind desk.

Physical Demands

Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift.

Expected Hours of Work

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight. Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position. Ten-to-twelve-hour shifts are sometimes required.

Travel

Travel: No travel required. On property work required.

Education and Experience

High School diploma or equivalent required. One year of previous hotel or customer service experience preferred.

Anticipated Pay Range & Additional Job Information

$33.09 - $35.09 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job 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:

Benefits

• Medical, Dental & Vision Insurance
• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Paid Parental Leave
• 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.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.