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Guest Service Agent

2 months ago

Miami, United States Sonesta International Hotels Full time
Job Description Summary

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

Job Description
  • Key Job Functions
    • Handle check-in/check-out of all hotel guests.
    • Assist PBX with switchboard duties.
    • Provide Concierge service.
    • Answers In-Room Dining guest calls and takes order as needed.
    • Ensures that all room discrepancies are cleared.
    • Oversees blocking of special room requests for next day's arrivals.
    • Complete job duties as listed on their shift checklist in a timely manner and alerts manager or supervisor if assistance is needed.
    • Coordinates out of order rooms with housekeeping.
    • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
    • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
    • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
    • Maintain complete knowledge at all times of:
      • All hotel features/services, hours of operation.
      • All room types, numbers, layout, decor, appointments and location.
      • All room rates, special packages and promotions.
      • Daily house count and expected arrivals/departures.
      • Room availability status for any given day.
      • Scheduled daily group activities.
      • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
    • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
    • Promote positive guest relations to all individuals approaching the Front Desk.
    • Communicate services and amenities of the hotel to guests.
    • Handle all inquiries, complaints and questions for guests whenever requested.
    • Take record and relay messages accurately.
    • Offer detailed information on the voice mail system to callers and guests wishing to leave message.
    • Accept and record wake-up call requests.
    • Monitor, send and distribute guest faxes.
    • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Deliver Passionate & Engaging Service to our Guests
    • You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
    • You will consistently deliver our GUEST model:
      • Greet or welcome everyone, warmly with a smile
      • Use eye and ear contact and guest's name
      • Establish/anticipate needs
      • Solve and own all requests/complaints
      • Thank everyone
  • Build solid relationship with your Colleagues
    • Treat colleagues with respect and dignity.
  • Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.


Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.
  • Track record of delivering exceptional guest or client experience.
  • Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
  • Strong communication skills.
  • Appropriate professional appearance and demeanor.
  • Excellent phone & verbal communication skills.
  • Previous front desk hotel experience preferred.
  • High school diploma or equivalent vocational training certificate.
  • Ability to perform basic arithmetic.
  • Fluency in English both verbally and non-verbally.
  • Fluency in a foreign language preferred.
  • Excellent phone and verbal communication skills.
  • Previous experience as Guest Service Agent preferred.
Additional Job Information/Anticipated

Pay Range

14.00

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


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