Guest Services Agent — Elevate Stays & Front Desk Excellence

Sonesta Hotels International Corporation; Milpitas (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Saving Account (HSA) with match

401(k) Retirement Plan with match

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Disability Insurance

Hospital Indemnity & Critical Illness

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to deliver exceptional guest experiences at the front desk, manage reservations, handle cash and card transactions, and coordinate with the Operations Manager on shift. You will be the first point of contact and represent the brand as guests arrive.

The role requires English fluency, customer service experience, and the ability to upsell rooms while supporting a team-focused environment.

Qualifications

• High School diploma or equivalent required.
• One year of hotel experience or retail customer service 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.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe certification may be required.
• TIPS certification may be required.
• 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 and preparing reports.
• Maintain the security of cash, credit card transactions, and guest information.
• May routinely book guest reservations by phone or at the hotel; up-sell rooms to maximize revenue.
• Follow the seasonal demand reservation strategy regarding room type and length of stay pricing.
• Promote teamwork and quality service through daily communication with other shifts and management.
• Service the shoppe and the pour by ensuring guests receive services and products; follow local alcohol laws.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Issue, control and release guest safe-deposit boxes.
• Comply with health, safety, and alcohol service laws.
• Perform other duties as assigned.

Skills

Fluent English

Customer service

Problem solving

Organizational skills

Training abilities

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

Sonesta International Hotels is seeking a Guest Services Agent to deliver exceptional guest experiences at the front desk, manage reservations, handle cash and card transactions, and coordinate with the Operations Manager on shift. You will be the first point of contact and represent the brand as guests arrive.

The role requires English fluency, customer service experience, and the ability to upsell rooms while supporting a team-focused environment.