Guest Services Agent: Elevate Front Desk Experience

Sonesta International Hotels; Falls Church (VA); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company-

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term DI

Hospital Indemnity, Critical Illness &

Accident Insurance

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels in Falls Church, VA is hiring a Guest Services Agent to deliver Sonesta Service at the front desk and assist the Operations Manager. You will be the first point of contact for guests and responsible for guest relations during shifts.

The role requires registering guests, processing payments, upselling rooms, and maintaining security of cash and guest information. Previous hotel or retail experience and ServSafe/TIPS certifications enhance candidacy.

Qualifications

• High School diploma or equivalent required.
• One year of previous hotel experience, or retail customer service preferred.
• Previous background from the extended stay industry preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
• Problem solving, reasoning, motivating, organizational and training abilities preferred.
• Experience with Microsoft Office and Opera systems preferred.
• Will be required to obtain a ServSafe certification.
• May be required to obtain a TIPS certification.
• Valid driver’s license required.

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 in a prompt and courteous manner.
• Accurately process all cash and credit card transactions in accordance with established procedures including posting charges, completing reports, preparing deposits, and securing the assigned bank.
• Responsible to maintain the security of cash, credit card transactions, and guest information.
• May routinely book guest reservations for individuals and/or groups; process cancellations, revisions, and information updates; upsell rooms to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by hotel management regarding room type and length of stay pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the shoppe and the pour by ensuring guests receive the service and products offered; follow local laws on alcohol service.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Issue, control and release guest safe-deposit boxes.
• Comply with federal, state and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Microsoft Office

Opera systems

ServSafe certification

TIPS certification

Valid driver’s license

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

ServSafe certification

TIPS certification

Job description

Sonesta International Hotels in Falls Church, VA is hiring a Guest Services Agent to deliver Sonesta Service at the front desk and assist the Operations Manager. You will be the first point of contact for guests and responsible for guest relations during shifts.

The role requires registering guests, processing payments, upselling rooms, and maintaining security of cash and guest information. Previous hotel or retail experience and ServSafe/TIPS certifications enhance candidacy.