Job Description Summary Welcome all guests in a prompt and courteous manner. Follow Sonesta check-in and checkout standard procedures. Provide hotel guests with personalized service to include concierge services, luggage assistance, guest requests, answering phone calls and any other needs to ensure an exceptional guest experience while following Sonesta’s standards. Job Description DUTIES AND RESPONSIBILITIES: Display a friendly, courteous and professional manner in all dealings with guests, patrons and other employees. Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. Accept reservations, change and cancellations. Select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and returned guests to their rooms as requested. Communicate with the team and share all necessary information and requests with all relevant departments. Complete key packets and vouchers as needed. Maintain a balanced assigned bank and reconcile all transactions at the close of the shift and to cash out. Perform tasks and projects as delegated by the Front Office Leadership. Answer inquiries, offer suggestions, and maintain knowledge about tourist attraction; provide descriptive literature pertaining to trips, excursions, sports events, concerts, and plays. Assist hotel guests with restaurant reservations, airline tickets, auto rental, and airport transportation. Maintain updated phone listings of restaurants, tours, etc.; contacts individuals and groups to inform them of package tours. Keep an adequate supply of maps, brochures, and tourist publications on hand. Maintain supply of trip cards and baggage checks. Work with other departments as a team member. Maintain good interpersonal relationship with guests and co-workers alike. Ensure that internal facilities such as restaurants, functions, accommodations, catering, are promoted internally, prior to external recommendations. Answer calls within prescribed time frame, respond to callers in a professional manner and according to established scripts and standards; promptly route call to its destination. Follow emergency, safety and security procedure including calling local fire, police, poison control, etc. for assistance. Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Stay informed and prepares for all in-house group meetings and VIP arrivals. Input and retrieve messages from the computer as requested. Read and verbally recites exact messages for guests. Input wakeup call information into the wake-up call system and verbally confirms time. Enter and track all requests in HotSOS. Assist guests with luggage storage and retrieval. Adhere and comply to Sonesta attendance policy and standards of conducts. Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations and perform job duties not necessarily contained in this job description. 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 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 and anticipate needs. Solve and own all requests and complaints. Thank everyone. Additional Job Description 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. High school graduate, some college preferred. Previous experience with Opera and HotSOS strongly preferred. Three year’s experience as Front Desk Agent within a luxury hotel preferred. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must have good computer skills. The employee may frequently lift and/or move up to 50 pounds. Track record of delivering exceptional guest or client experience. This person in this role must possess a good written and verbal command of the English language. 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.