Guest Service Representative

Summary: Sonesta International Hotels is the 8th largest hotel company in the U.S., known for its diverse portfolio of properties. The Guest Service Representative is responsible for operating the front desk, ensuring guest satisfaction, and providing quality customer service during check-in and check-out processes. Responsibilities: - Greet guests warmly and professionally to ensure overall guest satisfaction - Ability to deliver quality customer service, respond, and anticipate customer needs - Register guests, verify registration, issue room keys, and provide information on hotel services and room location - Manage the operations of the front desk, ensuring minimal time is required for check in and checkout - Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests - Issue, control, and release guest safe-deposit boxes - Maintain the security of cash, credit card transactions, and guest information - Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events - Assist occasionally with Night Audit, PBX and Concierge duties as needed - Maintain knowledge of upcoming events, local area, and hotel offerings - 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 - 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 - Display a daily professional, courteous and positive attitude towards guests and fellow employees - Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets - Support team to reach common goals - Perform other job duties as requested by supervisors as other job duties maybe assigned as needed - Understanding of Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements - Ability to perform work without direct supervision and handle multiple projects simultaneously - Ability to deliver high quality customer service and responds to customer needs Required Qualifications: - Valid Driver's License - Professional verbal communication skills - Reading and writing abilities to understand departmental correspondences and complete all required departmental documents - Excellent interpersonal and customer service skills, including dealing with difficult guests - Excellent organizational skills and attention to detail - High School diploma or equivalent Preferred Qualifications: - Previous front facing guest service experience - Experience with Microsoft Office, related computer software programs, and Opera systems - One year of previous hotel or customer service experience Required Skills: Microsoft Office, Opera systems, Reading, Customer service, writing abilities, Professional verbal communication 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