Guest Service Representative

Sonesta Hotels International Corporation; Lihue (HI); On-site; USD 46,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 0%

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Disability Insurance

Educational Assistance

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Desk Agent to warmly welcome guests, check in/out efficiently, and assist with inquiries. The role emphasizes accuracy in handling payments and keys, along with upselling rooms and services to enhance revenue.

Ideal candidates will have strong communication skills, a background in customer service, and familiarity with hotel software like Opera; a high school diploma is required and weekend shifts may be included.

Qualifications

• High school diploma or equivalent required.
• Excellent verbal communication and professional appearance.
• Strong customer service orientation with guests and team.
• Ability to handle multiple tasks with attention to detail.
• Experience with hotel software and MS Office preferred.

Responsibilities

• Greet guests warmly and provide information on hotel services.
• Register guests, issue keys, and process payments accurately.
• Manage front desk operations to minimize check-in/out times.
• Upsell rooms and services to maximize revenue.
• Support Night Audit, PBX, and Concierge as needed.

Skills

Driver's License

Verbal communication

Reading & writing

Customer service

Organizational skills

Front desk experience

Microsoft Office

Opera systems

Guest satisfaction

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera PMS

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

Principle duties and responsibilities (Essential Functions) include:

• 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 workin a fast-pacedenvironment.
• 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:

• 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:

• 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.