Front Desk Agent

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

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

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. The ideal candidate has a passion for hospitality and going beyond for our guests.

Job Description

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:

• Deliver on the promise of SonestaA+ Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards:
  • 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

• 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.
• 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 minimal 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.
• Respect guest confidentially policy
• 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

Pay Range: $23.98 to $26.65/hourly pay rate outlined follows contract requirements.

Union/Non-Union: This is a unionized role.

Job vacancy: This is an active posting and not a new position.

WHO WE ARE

We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

Accessibility for Ontarians with Disabilities Act (AODA)

The Yorkville Royal Sonesta Hotel is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you need accommodation, please let Human Resources know.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to the following protected grounds under. The Ontario Human Rights Code or any other characteristic protected by local, Provincial or Federal laws, rules, or regulations.

• Age
• Ancestry, colour, race
• Citizenship
• Ethnic origin
• Place of origin
• Creed
• Disability
• Family status
• Marital status (including single status)
• Gender identity, gender expression
• Receipt of public assistance (in house only)
• Record of offences (in employment only)
• Sex (including pregnancy and breastfeeding)
• Sexual orientation

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 job description is subject to change at any time.

While AI may assist in some aspects of the recruitment process it does not replace human decision making. Qualified individuals review all candidate applications and make the final hiring decisions.

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

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.