Guest Services Representative (Administrative)
Job Description Summary
The Guest Services Representative 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 hotel. The Guest Service Representative is the guest's most common point of contact and therefore, represents the brand as all guests enter the hotel.Job Description
- Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
- Keeps records of room availability and guest accounts.
- 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.
- Answers inquire pertaining to hotel services, shopping, dining, and entertainment and travel directions.
- May make restaurant, transportation or entertainment reservations for guests.
- 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.
- Handles or routes guest problems to appropriate departments.
- Adheres to all Sonesta Service Standards.
- 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.
- 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.
- 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 Description
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:
- Health Benefits (Health & Dental Insurance)
- 401(k) Retirement Plan
- Vacation
- Sonesta Hotels & Other Outlets Discounts
- Paid Holidays
- Sick Days
- Educational Assistance
- Employee Recognition Programs
- Newborn & Adopted Child Leave
- Spousal & Domestic Partner Leave
- Life Insurance
- Short Term Disability
- Long term Disability
- Employee Referral Program
- Credit Union
- Direct Deposit
- Employee Activities & Events
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
