Lead Guest Services Agent

Sonesta International Hotels Corporation; Fort Lauderdale (FL); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company M"

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Guest Service Agent in Fort Lauderdale to warmly welcome guests, manage check-ins/outs, and respond to requests with a friendly, service-driven approach. You will work within the Front Office team to ensure accurate billing, reservations, and seamless guest experiences.

Candidates should have prior hotel/front desk or customer service experience, strong communication skills, and the ability to multitask in a busy environment while using PMS

Qualifications

• Previous hotel/front desk experience preferred.
• Excellent communication and guest service skills.
• Ability to multitask in a fast-paced environment.
• Experience with PMS and POS systems preferred.

Responsibilities

• Greet guests and assist with check-in/check-out.
• Handle reservations, room assignments, and billing inquiries.
• Process payments accurately using PMS and POS systems.
• Respond promptly to guest requests and concerns to ensure satisfaction.
• Maintain knowledge of hotel amenities, services, and local attractions.
• Coordinate with departments to support smooth operations.

Skills

Customer service

Hospitality experience

PMS

POS systems

Communication skills

Multitasking

Tools

PMS

POS

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

Are you a people person with a passion for hospitality? Every great stay starts with a great welcome. As a Guest Service Agent, you’ll help create memorable guest experiences from the moment guests arrive through check-out — delivering friendly, efficient, and personalized hospitality every step of the way. This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations. You’ll be a key part of the Front Office team, helping ensure guests feel welcomed, supported, and genuinely cared for throughout their stay. If you’re upbeat, service-driven, and passionate about hospitality — we’d love to meet you.

What you’ll be doing

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

The essentials

Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.

Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.

Ability to multitask and thrive in a fast-paced hospitality environment.

Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.

Strong attention to detail, organization, and problem-solving skills.

Positive, collaborative, and service-focused mindset.

Ability to handle guest concerns professionally and create positive guest experiences.

Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.

A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

Anticipated Pay Range & Additional Job Information

How we reward you

• 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)

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.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.