Guest Service Representative / Night Audit

Sonesta International Hotels Corporation; Lihue (HI); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Paid Vacation

Hotel Discounts

401(k) Matching

Paid Parental Leave

Employee Discounts

Job summary

Sonesta International Hotels Corporation in Hawaii seeks a friendly Guest Service Agent to welcome guests, assist with reservations and check-in/out, and deliver personalized hospitality across the front desk and lobby.

You will coordinate with Housekeeping, Engineering, and Food & Beverage teams to ensure smooth operations, upsell opportunities, and exceptional guest satisfaction during stays in our busy island properties.

Qualifications

• 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.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in/check-out and throughout the stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling using PMS and POS systems.
• Respond quickly to guest concerns and service requests to ensure satisfaction.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and leadership to support operations.
• Assist with upselling opportunities and accurate room inventory management.
• Maintain cleanliness and presentation of Front Desk and lobby areas.
• Follow brand standards, safety guidelines, and guest service expectations.

Skills

Customer service

Communication

Multitasking

Attention to detail

Teamwork

Flexibility

Problem solving

Tools

PMS systems

POS systems

Reservations platforms

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).

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 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 Management System) and POS (Point of Sale) computer systems.
• 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 duties as assigned.

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

$32.13-$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

• 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.