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Front Desk Representative

2 months ago

Phoenix, Arizona, United States Pyramid Global Hospitality Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Pyramid Global Hospitality. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a seamless stay.

Key Responsibilities
  • Guest Registration: 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 and local attractions.
  • Room Assignment: Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate, promote hotel's marketing programs, make appropriate selection of rooms based on guest needs, code electronic keys, and non-verbally confirm the room number and rate.
  • Payment and Settlement: Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank, accept and record vouchers, travelers checks, and other forms of payment, convert foreign currency at current posted rates, perform accurate, moderately complex arithmetic functions using a calculator, and post charges to guest rooms and house accounts using the computer.
  • Communication: Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages and communicate the content to the guest, retrieve mail, small packages, and facsimiles for customers as requested.
  • Check-Out and Guest Satisfaction: Close guest accounts at time of check-out and ascertain satisfaction, in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Problem-Solving and Conflict Resolution: Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues, field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results, listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Requirements
  • Education: High school diploma preferred.
  • Experience: No prior experience required, prior hospitality experience preferred.
  • Licenses or Certificates: No special licenses required, individuals are required to meet the minimum bonding standards.
  • Grooming: All employees must maintain a neat, clean, and well-groomed appearance.
Preferred Qualifications
  • Language Skills: Applicants with additional language skills preferred.
Working Conditions

Regular attendance in conformance with the standards, which may be established by Pyramid Global Hospitality from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. 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.