Front Desk Agent

4 weeks ago

Gainesville, United States Pyramid Global Hospitality Full time
Property

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

Location Description

Embark on a career at the Hilton University of Florida Conference Center, a distinctive property managed by Pyramid Global, where hospitality meets academic excellence. With 248 well-appointed guest rooms, 10 versatile meeting spaces, and 30,811 sq ft of meeting space, our hotel provides a unique workplace nestled within the vibrant atmosphere of the University of Florida. Join our team and experience a work environment that reflects the energetic spirit of the university community. At Pyramid Global, we offer comprehensive benefits, including a 401k with a company match, and recognition programs tailored to acknowledge your dedication. If you're seeking a career that blends hospitality with the dynamic atmosphere of a prestigious institution, consider joining us at the Hilton University of Florida Conference Center. Your journey towards a fulfilling career in this unique setting begins here.

Overview

POSITION SUMMARY:

Provide exceptional service by greeting, registering, and checking out guests. Resolve guest issues and promote hotel services and amenities.

ESSENTIAL FUNCTIONS:
  • Greets guests immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.
  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room. Provides a welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
  • Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
  • Greet guests 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 outlet hours, special VIP programs, events, etc.
  • Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions. i.e. HotSOS
  • Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
  • Operates vehicle using safe driving practices to ensure safe delivery of guests to and from destinations.
  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
  • Performs other duties and responsibilities as assigned or required.
REQUIREMENTS:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation
  • 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 read, listen and communicate effectively in English, both verbally and in writing.
  • Knowledge of handling hotel emergencies (fire, theft, natural disaster)
  • Ability to access and accurately input information using a moderately complex computer system.
  • Must be able to stand for the duration of a shift.
  • Meet/Exceed Performance Recognition Standards
    • Time & Attendance Standards per the Handbook
    • Check-in Accuracy per SOP
    • SEP Arrivals Standards
    • Hilton Honors Enrollments
    • HotSOS Usage
    • Complete Trainings
    • Follow Look Book Standards
  • Engage the company culture
    • Higher Purpose: Connect your work to something larger than yourself.
    • Choice for the Positive: Approach challenges with a "can-do" attitude.
    • Be a Contributor, not a competitor: Celebrate team wins and prioritize collaboration over individual achievement.
    • Engagement: Actively engage with the team, share knowledge, and work towards shared goals.
    • Nudge Instead of Judge: Be helpful by providing constructive feedback and support others through challenges.


Qualifications

Education:

High school diploma preferred.

Experience:

Prior hospitality experience preferred.

Grooming:

All employees must maintain a neat, clean and well groomed appearance (specific standards available).

Other:

Applicants with additional language skills preferred.

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