Guest Services Agent (Baltimore)

Front Office Specialist

Specialists will work as assigned in any of several areas in the Front Office department. At the front desk, the Room Specialist is expected to check in and out hotel guests in a timely and professional manner. In Instant Service, when operating the hotels phone lines, at the front desk or any other position, the specialist is expected to answer requests from both in-house guests and outside callers in a timely and professional manner and in accordance with established scripts and standards, and in a way that reflects well on the hotel and brand. At the Concierge desk, the specialist is expected to assist guests with any requests, such as directions, limousine bookings, and restaurant or spa arrangements in accordance with Sonestas brand standards. At the Guest Relations Department the specialist is expected to welcome and assist VIP guests in accordance with Brand Standards. While at the Bell Stand / Valet Area and front door, the specialist is expected to drive designated vehicles to and from specified destinations and transport luggage to and from guest rooms in a prompt and safe manner.

Duties and Responsibilities :

Generally :

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Communicate resolved issues to management so that further preventative and maintenance action may be taken.
• 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.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
• Perform other duties as assigned.

At the front desk :

As an Instant Service agent, both in the service center and at the front desk :

As a Guest Relations agent :

As a Concierge :

As a Bellperson / Valet or Doorperson :

Qualifications and Requirements :

High School diploma or equivalent, plus one year front desk / guest service experience and six months experience as a phone and / or switchboard operator. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following :

Other :

Work Area : Front Office, Front Desk, Back Office, Business Center

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.

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 :

Sonesta is an equal