Front Desk Agent

**Job Description Summary**

The Front Desk Agent sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction.

**Work Environment**
- Must be able work in a fast-paced environment.
- Guest-facing position standing behind desk.

**Physical Demands**
- Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.

**Expected Hours of Work**
- Must be flexible to work variable days of the week to include weekends and holidays.
- Must be flexible to work variable shifts (days, nights, overnights).
- Ten to twelve hour shifts sometimes required.

**Education and Experience**
- High School diploma or equivalent required.
- One year of previous hotel experience preferred.

**Principle duties and responsibilities (Essential Functions) include**:

- Greet guests warmly and professionally.
- Register guests, verify registration, issue room keys and provide information on hotel services and room location.
- Manage the operations of the front desk, ensuring mínimal time is required for check in and checkout.
- Accept payments, post miscellaneous charges, and ensure prompt delivery of final bills to guests.
- Issue, control and release guest safe-deposit boxes.
- Maintain the security of cash, credit card transactions, and guest information.
- Maintain knowledge of hotel policies including room rates, discounts, special offerings, and community events.
- Maintain knowledge of upcoming events, local area, and hotel offerings.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
- Up-sell rooms where possible to maximize revenue.
- Direct guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping.
- Treat requests with professionalism, tact, and a courteous manner.
- Perform other duties as requested by management.

**Qualifications and Skills**
- Professional verbal communication skills.
- Excellent interpersonal and customer service skills, including dealing with difficult guests.
- Excellent organizational skills and attention to detail.
- Experience with Microsoft Office and Opera systems preferred.

**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:
**Salaried FTE Benefits**
- Food and Beverage Discount
- RRSP Match
- Drycleaning
- Competitive Medical and dental benefits
- Competitive Extended health care coverage
- Various employee perks and benefits
- Tuition reimbursement
- Employee Assistance Program
- Competitive Short
- and Long-term disability program
- Paid vacation
- Paid sick days
- Employee discounted hotel rate
- for all Brands within the company

**Unionized FTE Benefits**
- Food and Beverage Discount
- RRSP Match
- Tool and shoe reimbursement
- Competitive Medical and dental benefits
- Competitive Extended health care coverage
- Various employee perks and benefits
- Tuition reimbursement
- Employee Assistance Program
- Competitive Short term disability
- program
- Paid vacation
- Paid sick days
- Employee discounted hotel rate
- for all Brands within the company

**Unionized PTE Benefits**
- Food and Beverage Discount
- Employee discounted hotel rate
- Tool and shoe reimbursement
- Various employee perks and benefits
- Employee Assistance Program