Guest Services Agent
2 weeks ago
About Us
At Pyramid Global Hospitality, 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. Check out this video for more information on our great company
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Location Description
Hawks Cay Resort, an iconic destination resort in the Florida Keys, reopened in August 2018 following a $50 million renovation. A recipient of the prestigious AAA Four Diamond Award and a member of the Preferred Hotel Group Lifestyle Collection, this 60-acre, tropical destination boasts 177 guestrooms and 250 two
•and three-bedroom villas, a full-service marina, six restaurants, saltwater lagoon, five swimming pools, kid and teen clubs and spa.
Overview
- To answer incoming calls within 3 rings and to direct calls throughout the resort providing courteous guest service, using guest name and responding promptly to guest questions, complaints or requests.
- To dispatch all guest calls through radios or devices to the appropriate departments
- Become fully familiar with the resort's outlets and services available to the guests and be able to provide accurate information on guest services at all times.
- To obtain updated information daily on resort events and be able to accurately answer inquiries about these events.
- Understand how to operate accurately the resort telephone system SMS system so as to provide maximum courteous and efficient telephone service to all customers.
- To log and clear all guest calls into the HOT SOS system. Call back system to clear all calls ( using guest name)
- To follow up with all guest calls and complaints(using guests name)
- Be able to perform concierge duties including restaurant reservations, resort activities, off property attractions
- Be able to log and prepare keys and devices for other departments.
- To Log and store all guest packages following all procedures
- To follow the loss and found procedures
- To work with Front desk department as one team
- Maintain the PBX area in a neat and orderly manner.
- Keep all non crew members out of PBX area
- Become fully familiar with all resort policies and regulations.
- Provide training duties as requested by the Front Office Manager.
- Provide other services as requested by the Front Desk Supervisor on Duty or the Front Office Manager.
- Become thoroughly familiar with the resort's FIRE AND OTHER EMERGENCY PROCEDURES.
- Become familiar with all safety practices
Qualifications
Must have good communication, organization, tact and pleasant speaking voice. Must be polite on the phone and be able to deal well under pressure. Applicants should be high school graduates, preferably with some college or technical training, or have at least three to five years phone operator experience. Minimum educational requirements would include two to three years of English and at least two years of general mathematics. Knowledge of foreign languages (Spanish, German, and French) will be considered a definite plus.
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