Front Desk Agent

About the role

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Responsibilities

• Greet guest at the front desk and assist with check in and check out using the computer.
• Answer guest inquiries in a friendly and helpful manner, directs guests to the appropriate locations.
• Provide friendly and courteous telephone manners to guests and co-workers.
• Maintain knowledge about functions going on inside the hotel and information that may need to be passed along to guests.
• Enter messages and wake-up calls onto guest accounts that were not directed to the operator.
• Accurately answer reservation calls and look at future availability during reservations off-hours.
• Adjust errors and correct discrepancies on guest accounts.
• Take actions to handle a complaint or concern of a guest. Involve Supervisor or Manager when appropriate.
• The flexibility to work a varied schedule due to business levels and industry demand (7 days a week/365 days a year including holidays).
• Follow safety procedures to ensure a safe working environment.
• Carry out the policies and procedures of Stonewall Resort and Benchmark Hospitality International while maintaining the highest degree of professionalism and teamwork atmosphere as per standards of service.
• Assesses and offers creative suggestions and recommendations to all guest requests.
• Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and bank drops.
• Maintain all standards as outlined in employee handbook, uniform and grooming standards.
• Know property layout and directs guests by utilizing daily event sheets, meeting plans and CEOs, or other documents of reference materials.
• Review and understand daily event sheets, meeting plans, and CEOs in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns.
• Obtain comment cards for 30% of the daily departures.
• Arranges luggage, valet, & shuttle assistance in Guest Service Agents’ absence.
• Provide assistance in other job classification as determined necessary by immediate superior.

Requirements

• Previous customer service experience preferred.
• Good written and verbal communication skills, customer service skills, and attention to detail.
• Typing and computer skills necessary.
• Supervisory background helpful.
• Strong organizational and information gathering skills and techniques.
• Outgoing personality & professional demeanor.
• Drive and need to work and succeed.

Qualifications

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.