Lead Guest Services Agent

Sonesta International Hotels; Fort Lauderdale (FL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Vacation & Sick Days

Hotel Discounts

Educational Assistance

Paid Parental Leave

Life Insurance

Short & Long-Term Disability Insurance

Employee Perks & Discounts

Hospital Indemnity

Critical Illness Insurance

Accident Insurance

Job summary

Sonesta International Hotels in Fort Lauderdale seeks a Lead Guest Services Agent to drive front desk operations and guest relations. You will serve as the primary contact for front desk systems and guest inquiries, ensuring seamless check-in, information delivery, and issue resolution.

The role requires at least 1 year of hotel or retail customer service, fluency in English, and strong communication skills.

Qualifications

• Fluent English is required.
• Professional verbal and written communication skills.
• Experience with Microsoft Office and Opera systems preferred.
• 1 year of hotel or retail customer service is preferred.
• ServSafe and/or TIPS certifications may be required.
• Valid driver’s license required.

Responsibilities

• Deliver Sonesta Service in all guest interactions.
• Register guests, issue keys, provide information, and answer phones.
• Accurately process cash and credit card transactions per procedures.
• Maintain security of cash, transactions, and guest information.
• Routinely book reservations and upsell rooms when possible.
• Follow seasonal reservation strategy for pricing and availability.
• Promote teamwork and quality service with other shifts and management.
• Attend to shoppe and pour services; comply with alcohol laws.
• Fulfill guest requests and ensure timely delivery of services.
• Issue and manage guest safe-deposit boxes.
• Comply with health, safety, and alcohol service regulations.
• Perform other duties as assigned.

Skills

Fluent English

Verbal & Written Communication

Math Skills

Problem Solving

Microsoft Office

Opera PMS

ServSafe Certification

TIPS Certification

Driver's License

Education

High School Diploma or Equivalent

Tools

Opera PMS

Microsoft Office

Job description

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S—it’s growing fast.

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S—it’s growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

The Lead Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in‑house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel.

Job Description

DUTIES AND 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.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS

• 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.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment.
• Standing for extended periods of time.
• Will be required to work mornings, evening, weekends, and holidays.

Additional Job Information/Anticipated Pay Range Benefits

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.