Guest Service Representative

Job Description Summary

The Guest Service Representative sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction.

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 for maintaining 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-selling rooms where possible to maximize revenue.
•    Up-selling rooms where possible to maximize revenue.
•    Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.
•    Treat requests with professionalism, tact, and a courteous and professional manner.
•    Follow the overall seasonal demand reservation strategy as communicated by the hotel management team regarding room type and length of stay pricing. 
•    Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
•    Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
•    Issue, control and release guest safe-deposit boxes.
•    Ability to perform work without direct supervision and handle multiple projects simultaneously.
•    Ability to deliver high quality customer service and respond to customer needs.
•    Comply with federal, state and local laws regarding health, safety, and alcohol services.
•    Perform other duties as requested by supervisors as other job duties may be assigned as needed.

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, motivation, organizational and training abilities preferred.
•    Experience with Microsoft Office and Opera systems preferred.
•    Valid driver’s license required.
 

Physical Demands: 
•    Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, sit, or walk for an extended period. Ability to move over sloping, uneven, or slippery surfaces. Ability to move up and down ladders, stairs, and service ramps.
•    The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly.
•    The person in this role may be carrying, lifting, or pulling items weighing up to 50 pounds and pushing and /or pulling approximately up to 100 pounds.
•    Ability to stand during the entire shift.

Expected Hours of Work: 
•    Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
•    Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight. 
•    Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.
 

Additional Job Information/Anticipated

Pay Range

$31.47 - $33.44 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• 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 or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.