The 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 supporting 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 the first point of contact and therefore represents the brand as all guests enter the hotel. We are searching for an enthusiastic, service-focused hotel front desk agent to join our guest services team. You’ll welcome guests, manage accounts, answer inquiries, and field complaints to ensure we deliver an excellent experience to every guest. You will bring excellent communication skills and a passion for putting our guests first. If you love interacting with people in a positive work environment, apply now! Responsibilities: • Perform regular bookkeeping duties: make sure hotel guest information is current and correct • Answer incoming calls and questions about guests’ needs in-person and online regarding room bookings, room rates, amenities, available rooms, rewards programs, and special requests • Handle customer complaints as necessary • Work with the housekeeping staff to ensure rooms are ready for new guests • Welcome, register, check-in, and check out guests staying at the hotel, provide keys and room numbers, and record credit card information • 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 deposits, 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. • Upsell 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: • High School diploma or equivalent required. • One year of previous hotel experience, or retail customer service preferred. • Previous background from the extended stay industry is 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 are preferred. • Experience with Microsoft Office and Opera systems preferred. • May be required to obtain a TIPS certification and/or ServSafe 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, evenings, weekends, and holidays. Compensation: $21.50 hourly

• 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 deposits, 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.  • Upsell 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.