Guest Service Representative

We’re People People.

Are you?

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast 🚀).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people.

We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

What you’ll be doing

Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.

Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.

Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.

Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.

Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.

Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.

Assist with room inventory management, upselling opportunities, and operational communication across departments.

Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.

Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.

Support VIP arrivals, group check-ins, and special guest experiences as needed.

Any other duties as assigned.

The essentials

Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.

Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.

Ability to multitask and thrive in a fast-paced hospitality environment.

using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.

Strong attention to detail, organization, and problem-solving skills.

Positive, collaborative, and service-focused mindset.

Ability to handle guest concerns professionally and create positive guest experiences.

Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.

A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people.

That means supporting your health, your financial future, and everything in between.

Here’s a snapshot of what we offer:

• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match

• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you’ll want to use these ✈️)

Sonesta is proud to be an equal opportunity employer.

We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

To be considered, please complete the full application in addition to submitting your resume.

Incomplete applications will not be reviewed.