Front Desk Representative

1 week ago

Burlington, Massachusetts, United States Sonesta International Hotels Full time
Job Summary

The Guest Services Agent is responsible for delivering exceptional results that contribute to the success of the hotel by accomplishing performance objectives covering the front desk and supporting the Operations Manager. The GSA serves as the point person for front desk technology systems and in-house guest relations during their shift. As the first point of contact, the GSA represents the brand as all guests enter the hotel.

Key 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.
  • Accurately process all cash and credit card transactions in accordance with established procedures.
  • Maintain the security of cash, credit card transactions, and guest information.
  • May book guest reservations, process cancellations, revisions, and information updates on changes.
  • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
  • Service the shoppe by ensuring guests receive the service and products offered by the hotel.
  • 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.
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 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, evenings, weekends, and holidays.
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 accounts, 401(k) retirement plans, 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, and accident insurance.

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