Guest Service Agent

About the role

The Inn at Perry Cabin is seeking a dedicated and enthusiastic individual to join our team as a Front Desk Agent. Located on the Eastern Shore, this Forbes Four-Star property offers a unique and authentic Chesapeake Bay experience. You will be part of a dynamic team committed to delivering exceptional service and creating memorable experiences for our guests.

Responsibilities

• Answer internal and external telephone calls within three rings; direct calls to appropriate extensions.
• Receive and record messages for guests.
• Initiate the prompt response system, logging information regarding problems/situations requiring prompt attention and relaying to appropriate personnel.
• Receive and send facsimiles.
• Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.
• Greet guests in a friendly, warm, and efficient manner, acknowledging them by name if possible.
• Exercise independent judgment regarding whether to disturb a guest and how to direct incoming calls.
• Reach out to guests prior to arrival to assist with pre-arrival arrangements, including booking reservations for golf, spa, waterfront, activities, and in-room amenities.
• Assist with some general post-stay billing questions.
• Practice refined hospitality at all times, maintaining knowledge of hotel features/services, outlets, hours of operation, etc.
• Maintain confidentiality and security of all guest and general hotel information.
• Absorb and communicate the Inn at Perry Cabin philosophy.
• Support Leading Quality Assurance by striving to continuously improve.
• Ensure by example that the Inn at Perry Cabin philosophy is known.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Assist in other areas as needed.

Requirements

• High school diploma or GED preferred.
• Ability to communicate in English with hotel guests and employees to their understanding.
• Ability to handle incoming calls efficiently and courteously.
• Ability to speak clearly and understandably.
• Ability to record accurate and readable messages.
• Ability to provide friendly, efficient, and courteous service to guests.
• Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
• Ability to work under pressure, be organized, self-motivated, and work well with others.
• Basic knowledge of St. Michaels and surrounding areas.
• Understanding of the luxury hotel environment.
• Additional foreign language skills a plus.

Qualifications

Essential qualifications include:

• High school diploma or GED preferred.
• Ability to communicate in English with hotel guests and employees to their understanding.
• Ability to handle incoming calls efficiently and courteously.
• Ability to speak clearly and understandably.
• Ability to record accurate and readable messages.
• Ability to provide friendly, efficient, and courteous service to guests.
• Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
• Ability to work under pressure, be organized, self-motivated, and work well with others.
• Basic knowledge of St. Michaels and surrounding areas.
• Understanding of the luxury hotel environment.
• Additional foreign language skills a plus.

Skills

• Excellent communication skills.
• Customer service orientation.
• Problem-solving abilities.
• Attention to detail.
• Organizational skills.
• Ability to multitask.

Benefits

At Pyramid Global Hospitality, we offer a comprehensive benefits package for full-time employees, including:

• Medical insurance with employer contribution.
• Vision, dental, life, pet, and accident insurance options.
• 401(k) program with an employer match and immediate full vesting.
• Paid time off.
• Exclusive discounts across our portfolio of hotels.

Pay

$16.00 per hour

Schedule

Full-time position, flexible schedule to accommodate the needs of the hotel and the guest experience.