Customer Service Agent

6 days ago

Beachwood, Ohio, United States Pyramid Global Hospitality Full time
About Us

At Pyramid Global Hospitality, we prioritize our employees and strive to create a supportive and inclusive work environment that fosters diversity, growth, and development. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and relationships. We offer 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.

Our Mission

We are dedicated 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, we offer a supportive and collaborative work environment that encourages growth and fosters success.

Location

Our hotel is conveniently located in Beachwood, Ohio, offering easy access to various amenities and attractions. Our team of professionals has led us to a TripAdvisor Certificate of Excellence, and we are committed to continuing to hire only the best in the business.

Job Summary

We are seeking a Front Desk Representative to join our team. As a key member of our front office team, you will be responsible for providing exceptional customer service, handling guest inquiries, and resolving any issues that may arise. If you are a people person with excellent communication skills and a passion for delivering outstanding service, we encourage you to apply.

Key Responsibilities
  • Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent details such as room rate and number of guests.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank.
  • Promptly answer the telephone using positive and clear English communication, input messages into the computer, and retrieve messages to communicate to guests.
  • Close guest accounts at time of check-out, ascertain satisfaction, and negotiate compromise if necessary.
  • Remain calm and alert, especially during emergency situations and heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
Requirements
  • Basic mathematical skills and considerable skill 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 the 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.
Qualifications
  • High school diploma preferred.
  • No prior hotel experience required, but prior hospitality experience is preferred.
  • No special licenses required, but individuals must meet the minimum bonding standards.
  • All employees must maintain a neat, clean, and well-groomed appearance.

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