Guest Services Agent

Sonesta International Hotels; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation

Parental Leave

Life Insurance

Disability Insurance

Hospital Indemnity

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Guest Relations Agent to handle check-ins/outs, payments, and guest assistance with a focus on delivering a superior guest experience. You will provide hotel information and local area guidance while upholding service standards across front desk operations.

The role requires strong communication, precise data entry, and the ability to manage guest requests, with shifts that may include evenings, weekends, and holidays. Hospitalities background preferred.

Qualifications

• Front desk/guest service experience required.
• Excellent phone and verbal communication skills.
• Must have typing skills and basic math.
• Fluent English; additional languages a plus.

Responsibilities

• Process guest check-ins and check-outs professionally.
• Upsell and arrange walk-in stays to maximize revenue.
• Follow shift checklist and seek supervisor help as needed.
• Maintain knowledge of hotel services, rates, and policies.
• Input guest data into property system and handle payments.
• Resolve guest requests and complaints to ensure satisfaction.

Skills

Phone skills

Verbal communication

Fluent English

Typing speed

Basic math

Customer service

Education

High School Diploma

Tools

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

This position will be responsible for booking, check-in, and check-out, processing all payments according to established hotel requirements, and assisting guests with various tasks related to their visit. The Guest Relations Agent provides information about the hotel and the local vicinity in the hotel's continuing effort to deliver outstanding guest service and overall experience. Provides personalized guest service by responding to any guest requests from both in-house and outside callers.

What You’ll Be Doing

Duties and Responsibilities:

• Process all guest check-ins and check-outs, and issue room keys in accordance with proper standards in a timely and professional manner
• Up-sell, book, and arrange walk-in stays for guests where possible to maximize revenue
• Complete job duties as listed on their shift checklist promptly and alerts assistant manager if assistance is needed
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended (computers, Nextel radios, PBX console)
• Resolve and document guest requests, complaints, or problems, ensuring guest satisfaction
• Always maintain complete knowledge of:
• all hotel features/services, hours of operation
• information on dining & entertainment, reservations, transportation services, etc.
• all room types, numbers, layout, decor, appointments, and location
• all room rates, special packages, and promotions
• daily house count and expected arrivals/departures
• room availability status for any given day
• scheduled daily group activities
• Obtain assigned bank and ensure accuracy; always keep bank secure
• Answer all phone call within the prescribed time frame, respond to guest request
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
• Advise guest of any packages, messages, mail, faxes, etc. received for them
• Communicate services and amenities for the hotel to guests
• Obtain proper identification for tax-exempt guests and attach the form to the registration card
• Communicate VIP arrivals to designated personnel for escort and/or delivery of amenities
• Accept and record wake-up call requests
• Issue safe deposit boxes to guests and ensure the security of keys
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager
• Solicit guest comments on their stay
• Handle requests for late check-outs
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information, and document maintenance needs on work orders
• Adhere to all cashiering procedures
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
• Post charges
• Must practice Stay Safe with Sonesta Protocols
• Perform any other duties as assigned by management

Qualifications and Requirements:

• High School Diploma or equivalent, plus one-year front desk/guest service (customer service) experience and six months experience as a phone and/or switchboard operator
• Opera experience preferred
• Excellent phone & verbal communication skills
• Must have proficient typing skills
• Basic math and simple accounting skills are used frequently
• Must speak fluent English, and other languages preferred
• Reading and writing abilities are used frequently
• Ability to input and access information in the property management system/computers/point of sales system
• Ability to perform job functions with attention to detail, speed, and accuracy
• Endure various physical movements throughout the work areas
• Frequently standing up for extended periods behind the desk and front office areas (could be up to 8 minutes/hours)
• Reach 24 inches/2feet
• Flexible for both AM/PM shifts, and may be required to work nights, weekends and/or holidays

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.

• 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.