Description

Qualifications and Requirements :

• High School Diploma or equivalent, plus one-year front desk / guest service (customer service) experience and six months experience as a phone and / or switchboard operator
• Opera experience preferred
• Excellent phone & verbal communication skills
• Must have proficient typing skills
• Basic math and simple accounting skills are used frequently
• Must speak fluent English, and other languages preferred
• Reading and writing abilities are used frequently
• Ability to input and access information in the property management system / computers / point of sales system
• Ability to perform job functions with attention to detail, speed, and accuracy
• Endure various physical movements throughout the work areas
• Frequently standing up for extended periods behind the desk and front office areas (could be up to 8 minutes / hours)
• Reach 24 inches / 2feet
• Flexible for both AM / PM shifts, and may be required to work nights, weekends and / or holidays

Duties and Responsibilities :

• Process all guest check-ins and check-outs, and issue room keys in accordance with proper standards in a timely and professional manner
• Up-sell, book, and arrange walk-in stays for guests where possible to maximize revenue
• Complete job duties as listed on their shift checklist promptly and alerts assistant manager if assistance is needed
• 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 (computers, Nextel radios, PBX console)
• Resolve and document guest requests, complaints, or problems, ensuring guest satisfaction
• Always maintain complete knowledge of :
• all hotel features / services, hours of operation
• information on dining & entertainment, reservations, transportation services, etc.
• 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; always keep bank secure
• Answer all phone call within the prescribed time frame, respond to guest request
• Obtain back-up information for guest credit / payment method and input into system; collect cash when designated
• Advise guest of any packages, messages, mail, faxes, etc. received for them
• Communicate services and amenities for the hotel to guests
• Obtain proper identification for tax-exempt guests and attach the form to the registration card
• Accept and record wake-up call requests
• Issue safe deposit boxes to guests and ensure the security of keys
• Communicate pertinent guest information to designated departments / personnel (i.e., special requests, amenity delivery)
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager
• Solicit guest comments on their stay
• Handle requests for late check-outs
• Assist all departments / executives in obtaining appropriate information regarding groups, inventory and guest information, and document maintenance needs on work orders
• Adhere to all cashiering procedures
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
• Post charges
• Must practice Stay Safe with Sonesta Protocols
• Perform any other duties as assigned by management

Additional Job Information / Anticipated

Pay Range

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.

Last updated : 2024-03-23