Guest Service Agent

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 promptly and courteously.
• 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.  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 shop 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 are 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.
• A valid driver’s license is 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.
• Will be required to work mornings, evenings, weekends, and holidays.