Guest Services Agent: Front Desk & Guest Experience

Sonesta Hotels; Cambridge (MA); On-site; USD 35,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account with Company –

401(k) Retirement Plan with Company –

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term —

Hospital Indemnity, Critical Illness &

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests, handling front desk tasks, reservations, check-ins/check-outs, and guest inquiries. You will uphold Sonesta’s service standards while supporting the Operations Manager on shift.

The role requires reliable English communication, cash handling, and a friendly, professional demeanor across mornings, evenings, weekends, and holidays. Training provided to strengthen systems knowledge.

Qualifications

• Fluent English speaking, reading and writing required.
• Previous hotel or retail customer service experience preferred.
• Professional verbal and written communication skills.
• Microsoft Office and Opera systems experience preferred.
• ServSafe certification required at hire or soon after.
• TIPS certification may be required.
• Valid driver’s license required.

Responsibilities

• Deliver Sonesta Service per G.U.E.S.T. standards in all guest interactions.
• Register guests, issue keys, provide hotel information, and answer calls promptly.
• Process cash and card transactions per procedures and manage deposits and reports.
• Maintain security of financials and guest information.
• Routinely book reservations and upsell rooms when possible.
• Support seasonal reservation strategies and pricing guidance.
• Promote teamwork and coordinate with shifts and departments.
• Service the shoppe and pour per local alcohol laws.
• Fulfill guest requests and ensure proper delivery of services.
• Issue and manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service laws and regulations.
• Perform other duties as assigned.

Skills

Fluent English

Customer service

Verbal communication

Microsoft Office

Opera systems

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

Sonesta International Hotels is seeking a Guest Services Agent to be the first point of contact for guests, handling front desk tasks, reservations, check-ins/check-outs, and guest inquiries. You will uphold Sonesta’s service standards while supporting the Operations Manager on shift.

The role requires reliable English communication, cash handling, and a friendly, professional demeanor across mornings, evenings, weekends, and holidays. Training provided to strengthen systems knowledge.