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    Guest Service Agent - Baltimore, United States - Sonesta International Hotels

    Sonesta International Hotels
    Sonesta International Hotels Baltimore, United States

    1 week ago

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    Description
    Job Description Summary

    The Front Desk Sales Associate (GSSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Area Director of Sales (ADOS). The GSSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSSA is first point of contact and therefore represents the brand as all guests enters the hotel. The GSSA plays a key role in the backyard sales efforts for the hotel by following through on directive received by the ADOS.

    Job Description

    Front Desk Responsibilities:
    • Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
    • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
    • Responsible to maintain the security of cash, credit card transactions, and guest information.
    • 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.
    • Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
    • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
    • Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales.
    • Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
    • Issue, control and release guest safe-deposit boxes.
    • Comply with federal, state and local laws regarding health, safety, and alcohol services.
    • Perform other duties as assigned.
    Sales Associate Responsibilities:
    • Dedicate12 to 16 hours per week to outside sales activities outlined by the ADOS. This will include, but not limited to, driving the market to uncover potential leads for the ADOS.
    • Generate leads to the ADOS by gathering local market knowledge and identifying in-house prospects.
    • Execute directives from the Area Director of Sales (ADOS) and Regional Sales Director (RSD) to effectively operate the Sales role for the hotel.
    • Coordinate with other hotel-level departments to facilitate services agreed upon by the Sales Office and prospective clients.
    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 in order 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/anticipate needs
    • Solve and own all requests/complaints
    • Thank everyone
    Build solid relationship with your Colleagues
    • Treat colleagues with respect and dignity
    Qualifications and Requirements:
    • High School diploma or equivalent required.
    • One year of previous hotel experience, or retail customer service preferred.
    • Previous background from the extended stay industry preferred.
    • Ability to speak, read, and write fluent English; other languages beneficial.
    • Professional verbal and written communication skills.
    • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
    • Problem solving, reasoning, motivating, organizational and training abilities preferred.
    • Experience with Microsoft Office and Opera systems preferred.
    • Will be required to obtain a ServSafe certification.
    • May be required to obtain a TIPS certification.
    • Valid driver's license required.
    • Mode of reliable transportation required.
    • Frequently standing up, bending, climbing, kneeling, and moving about the facility.
    • Carrying, lifting or pulling items weighing up to 50 pounds.
    • Frequently handling objects and equipment.
    • Standing for extended periods of time.
    • Will be required to work mornings, evening, weekends, and holidays.
    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 and is subject to overtime in accordance with Federal and State Regulations. This job description is subject to change at any time.

    Sonesta is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

    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.
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