Guest Services

Sonesta International Hotels; Laguna Hills (CA); On-site; USD 37,000 - 38,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA with company match

401(k)

Paid leave

Hotel discounts

Educational assistance

Parental leave

Job summary

Sonesta International Hotels is looking for a Guest Services Agent to ensure exceptional guest experiences. Responsibilities include overseeing front desk operations, managing reservations, and providing information about hotel services. The ideal candidate should hold a high school diploma and have customer service experience, supporting a dynamic hospitality environment.

Qualifications

• Fluent in English; other languages beneficial.
• One year of hotel or retail customer service experience preferred.
• Must obtain ServSafe certification; TIPS certification may be required.

Responsibilities

• Register guests, issue room keys, and provide information on hotel services.
• Accurately process all cash and credit card transactions.
• Book guest reservations and manage special requests.

Skills

Communication

Problem solving

Organization

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

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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 supporting the Operations Manager. The GSA serves as the point person regarding the Front Desk technology systems and in-house guest relations during their shift. The GSA is the first point of contact and therefore represents the brand as all guests enter the hotel.

Job Description

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 promptly and courteously.
• Accurately process all cash and credit card transactions following established procedures, including posting charges, completing cashier reports, preparing deposits, and securing the bank.
• Maintain the security of cash, credit card transactions, and guest information.
• Book guest reservations for individuals and groups via phone or in person, process cancellations, revisions, and updates. Upsell rooms to maximize revenue where possible.
• Follow the seasonal demand reservation strategy communicated by hotel management regarding room types and pricing.
• Promote teamwork and quality service through daily communication with other shifts and management.
• Service the shoppe and pour, ensuring guests receive the products and service offered by the hotel, following all local laws regarding alcohol sales.
• Fulfill guest special requests and ensure proper delivery of services.
• Manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service laws.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

• High School diploma or equivalent required.
• One year of hotel or retail customer service experience preferred.
• Experience in the extended stay industry preferred.
• Fluent in English; other languages beneficial.
• Professional verbal and written communication skills.
• Basic math, budgeting, profit/loss, percentages, and variances skills preferred.
• Problem solving, organizational, and training abilities preferred.
• Experience with Microsoft Office and Opera systems preferred.
• Must obtain ServSafe certification; TIPS certification may be required.
• Valid driver’s license required.
• Physical ability to stand, bend, climb, kneel, lift up to 50 pounds, and move about the facility frequently.
• Availability to work mornings, evenings, weekends, and holidays.

Additional Job Information

Pay Range: $18 - $18.50

Benefits: Medical, Dental, Vision, HSA with company match, 401(k), paid leave, hotel discounts, educational assistance, parental leave, insurance, and various perks.

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Ensure a full application and attach a resume when applying. Incomplete applications will not be considered.

Seniority level

Entry level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Hospitality

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