Guest Services Pro — Front Desk & Reservations

Sonesta International Hotels Corporation; Miami (FL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account

401(k) Retirement Plan

Paid Vacation & Sick Time

Paid Parental Leave

Life Insurance

Short-Term & Long-Term Disability

Hospital Indemnity

Job summary

Sonesta International Hotels Corporation in Miami, FL is hiring a Guest Services Agent to be the first point of contact for guests, handling front desk operations and guest relations during shifts. You will register guests, issue keys, answer calls, process payments, upsell rooms, and support operations while ensuring brand standards and safety.

The role requires a high school diploma, strong English, good communication, and basic math; experience in hotels or retail is preferred.

Qualifications

• High School diploma or equivalent required.
• One year of previous 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.
• 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 but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing 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 that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Up-sell rooms where possible to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to 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 by the hotel.
• Follow all local laws with regard to alcoholic beverage sales.
• 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.

Skills

Fluent English

Customer service

Microsoft Office

Opera systems

Education

High School diploma or equivalent

Tools

Opera

Microsoft Office

Job description

Sonesta International Hotels Corporation in Miami, FL is hiring a Guest Services Agent to be the first point of contact for guests, handling front desk operations and guest relations during shifts. You will register guests, issue keys, answer calls, process payments, upsell rooms, and support operations while ensuring brand standards and safety.

The role requires a high school diploma, strong English, good communication, and basic math; experience in hotels or retail is preferred.