Front Desk Agent - Part-Time

1w1 week ago

Sonesta Hotels

Charlotte, US · Part-time · $24,000 – $32,000

About this role

Sonesta International Hotels is the 8th largest hotel company in the U.S. and growing fast. The Guest Services Agent (GSA) delivers results contributing to the hotel's mission and success by accomplishing front desk performance objectives. As support for the Operations Manager, the GSA acts as the point person for Front Desk technology systems and in-house guest relations.

The GSA serves as the first point of contact, representing the brand to all guests entering the hotel. Responsibilities include registering guests, issuing room keys, providing hotel services information, and answering phones promptly and courteously. Accurate processing of cash and credit card transactions follows established procedures, including posting charges and securing banks.

Guest reservations are booked for individuals and groups by phone or in-house, with cancellations, revisions, and upsells to maximize revenue. The GSA follows the hotel's seasonal demand strategy for room types and pricing. Teamwork and quality service are promoted through daily communication with other shifts and departmental management.

Special guest requests are fulfilled, safe-deposit boxes are managed, and services like the shoppe and pour are provided while complying with alcohol laws. Sonesta delivers service with passion, loyalty with purpose, and experiences that connect across 1000+ properties. Together We Thrive, bringing quality, value, and amazing hospitality to every guest.

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
Experience with Microsoft Office and Opera systems preferred
Valid driver’s license required; frequently standing, bending, climbing, kneeling, and lifting

Responsibilities

Deliver on the promise of Sonesta Service in all interactions with guests according to Sonesta G.U.E.S.T. standards
Register guests, issue room keys, provide information on hotel services and room location, and answer phones promptly
Accurately process all cash and credit card transactions, post charges, complete reports, and secure assigned bank
Maintain the security of cash, credit card transactions, and guest information
Book guest reservations, process cancellations and revisions, and up-sell rooms to maximize revenue
Promote teamwork and quality service through daily communication and coordination with other shifts
Service the shoppe and the pour, ensuring guests receive hotel products while following alcohol laws
Ensure guest special requests are fulfilled, issue and control safe-deposit boxes, and comply with health and safety laws