Guest Services Team Leader

2 weeks ago

Marathon, Florida, United States Hawks Cay Resort Full time

About Us:

At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive work environment that champions diversity, personal growth, and overall wellbeing. Our dedication to a People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on nurturing meaningful relationships. We offer a variety of employment benefits, including extensive health insurance, retirement plans, and paid time off, along with unique perks such as on-site wellness programs and discounts at local establishments. Moreover, we are devoted to providing continuous training and development opportunities to empower our employees to enhance their skills and knowledge for career advancement. Whether you are embarking on your journey in the hospitality sector or are an experienced professional, Pyramid Global Hospitality provides a collaborative and encouraging workplace that promotes growth and success across over 230 properties globally. Join us and discover the advantages of being part of a company that values its workforce and is dedicated to delivering exceptional guest experiences.

Location Overview:

Hawks Cay Resort is a renowned destination in the Florida Keys, having undergone a significant renovation to enhance its offerings. This 60-acre tropical paradise features a variety of accommodations, including luxurious guestrooms and spacious villas, alongside a full-service marina, multiple dining options, a saltwater lagoon, and recreational facilities.

Position Overview:

We are seeking a dynamic individual to join our Front Desk team as a Guest Services Team Leader. The ideal candidate will demonstrate a strong history of teamwork, a willingness to learn, and the ability to lead by example. This role requires a professional and courteous demeanor when interacting with guests and team members, while also providing support to the team both personally and professionally.

If you possess a background in customer service, enjoy engaging with diverse individuals, and are committed to creating memorable experiences, we would love to hear from you. This position offers a remarkable opportunity for a motivated individual to advance their career in hospitality within a prestigious establishment.

Your Responsibilities:

  • Assist guests in discovering their ideal experiences.
  • Deliver outstanding customer service by being approachable and genuinely interested in guests' needs.
  • Manage the check-in process, ensuring proper credit is processed, special requests are acknowledged and fulfilled, and accurate information is recorded.
  • Address and resolve issues to ensure guest satisfaction.
  • Oversee daily operations, ensuring adherence to standard procedures by all team members.
  • Coordinate room assignments, including special considerations for VIPs and repeat guests.
  • Collaborate closely with Maintenance and Housekeeping teams to ensure smooth daily operations.
  • Train and guide front desk team members, addressing any challenges and providing constructive feedback.
  • Maintain inventory and manage the Sundries shop as needed.
  • Educate new Front Desk Agents on delivering exceptional customer service.
  • Promote and market special hotel programs.
  • Engage professionally with hotel staff, providing necessary information to assist other departments.
  • Stay informed about all emergency procedures and policies.
  • Manage the house bank effectively.
  • Communicate essential information to the manager on duty.
  • Follow established procedures for transactions, including posting charges and processing refunds.
  • Assist other departments as required.

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