Guest Service Agent

Sonesta

  • Washington DC
  • Permanent
  • Full-time
  • 2 months ago
Job Description SummaryGuest Service Agents are responsible for providing exceptional customer service to hotel guests.Job DescriptionDuties and Responsibilities:Guest Check-In and Check-Out:
  • Welcome guests upon arrival and assist them during the check-in process.
  • Verify guest information, process reservations, and assign rooms.
  • Handle check-out procedures, including billing and payment processing.
Customer Service:
  • Provide personalized and attentive service to meet guest needs and expectations.
  • Address guest inquiries, requests, and concerns promptly and professionally.
  • Ensure a positive and memorable guest experience.
Payment Processing:
  • Handle guest payments, including cash, credit card, and other payment methods.
  • Provide accurate invoices and receipts to guests.
Information Assistance:
  • Provide information about hotel facilities, services, and local attractions.
  • Assist guests with transportation arrangements and dining recommendations.
Communication:
  • Answer phone calls and respond to emails in a courteous and professional manner.
  • Relay messages and requests to relevant hotel departments.
Problem Resolution:
  • Resolve guest issues and complaints effectively, aiming for guest satisfaction.
  • Escalate unresolved matters to appropriate management.
Administrative Tasks:
  • Maintain accurate records of guest interactions, reservations, and transactions.
  • Handle paperwork, including registration forms, key cards, and guest profiles.
Collaboration:
  • Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
  • Communicate effectively with team members to enhance overall guest experience.
Technology Proficiency:
  • Use hotel management software and computer systems for reservations, check-ins, and other front office tasks.
  • Troubleshoot any technical issues related to the front office operations.
Security and Safety:
  • Follow security protocols to ensure the safety of guests and the hotel.
  • Report any security or safety concerns to appropriate personnel.
Upselling and Promotions:
  • Promote hotel amenities, upgrades, and special packages to enhance guest experience and revenue.
Qualifications:Guest Service Agents are required to have excellent communication, interpersonal skills, and a customer-focused mindset are essential for success in this role. Additionally, attention to detail, problem-solving abilities, and adaptability are valuable traits for handling various guest situations. Prior hotel Front Desk experience is preferred.· Ability to speak, read, and write fluent English; other languages beneficial.· Carrying, lifting or pulling items weighing up to 50 pounds.· Frequently handling objects and equipment.· Will be required to work mornings, evening, weekends, and holidays.The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.Additional Job Information/AnticipatedPay RangeBenefitsSonesta 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.

Sonesta