Guest Services Agent

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

About the Property

Windrose on Hudson - a Riverside Conference Experience off the banks of the Hudson River nestled within the Croton Bay area boasting proximity to New York City and surrounding metro areas. An historic and idyllic location that rejuvenates with a sense of belonging to create meaningful connections with friends & colleagues. A soulful place that celebrates the natural Hudson Valley beauty where guests gather on milestones of education, training and professional achievement for a toast while engaging in the wellness of the pristine outdoors.

• 248 well-appointed guestrooms
• Over 70K square feet of state-of-the-art meeting & event space
• Three food & beverage outlets
• 62+ acres of trails, expansive fitness center, basketball, team-building, volleyball

Responsibilities

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Pyramid Hotel Group's high standards of quality. Act as an ambassador of the facility by providing special assistance and information and offering a wide selection of alternatives for guest satisfaction.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as hours of operation, meeting rooms, transportation, etc. according to individual needs.
• Complete the registration process by inputting and retrieving information, confirming pertinent information including number of guests and room rate. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. When applicable record message and communicate the content to the guest. Retrieve mail, small packages for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems such as insufficient heating or air conditioning, etc. Take ownership of guests' challenges and follow through to ensure guest satisfaction.
• Remain calm and alert, especially during emergency and/or heavy activity, and resolve complications such as location changes or credit issues.
• Utilize email to communicate with co-workers, Manager/Supervisor, etc.
• Perform other duties and functions as assigned.
• Must be available to work weekends and holidays as needed.

Requirements

• High School diploma or GED.
• Customer Service experience or prior hospitality experience preferred.
• Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Pay

$20.00 per hour.