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Guest Services Lead

2 months ago

Burlington Massachusetts, United States Boston Marriott Burlington Full time

About Us:
At Pyramid Global Hospitality, we prioritize our people.

As a company that values its workforce, we are committed to fostering a supportive and inclusive work environment that promotes diversity, growth, development, and wellbeing.

Our dedication to a People First culture is evident in our approach to employee development, benefits, and our commitment to building meaningful relationships.

Pyramid Global Hospitality provides a comprehensive range of employment benefits, including extensive health insurance, retirement plans, and paid time off, alongside unique perks such as on-site wellness programs, local discounts, and employee rates on hotel accommodations.

Moreover, we are devoted to offering continuous training and development opportunities to empower our team members 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 presents a collaborative and supportive work environment that encourages growth and fosters success across over 230 properties globally.

Explore the advantages of being part of a company that values its employees and is dedicated to delivering exceptional guest experiences.



Location Description:
At the Boston Marriott Burlington, we take pride in being a leading employer in the region.

What distinguishes us? Our culture, comprehensive benefit plans, including a 401k with company matching, and our attractive bonus programs, to name a few.

We seek talented individuals who possess a genuine passion for service. Our Core Values emphasize personal development, people, and a commitment to their success.

We believe that each team member plays a crucial role in delivering outstanding service and creating memorable experiences for every guest.

We aspire to be a hotel that guests choose to visit, not just pass through.

Overview:


The Guest Services Lead provides direction and leadership as the primary Front Office Clerk, ensuring consistent quality customer service is maintained.


Key Responsibilities:
Communicate effectively both verbally and in writing to provide clear guidance to staff. Monitor lobby activity and adjust staffing as necessary.

Welcome guests promptly with a warm and sincere greeting.

Efficiently complete the registration process by entering and retrieving information with routine difficulty from a computer system, confirming essential details including guest count and room rate.

Select appropriate rooms based on guest requirements.

Maintain standing and continuous mobility throughout the front office area.

Handle cash transactions, make change, and balance an assigned house bank.

Accept and record vouchers, travelers checks, and other payment forms. Convert foreign currency at current posted rates.

Perform accurate arithmetic functions using a calculator.

Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear English.

Input messages into the computer. Retrieve messages and communicate the content to guests. Collect mail, small packages, and faxes for hotel guests as requested.


Remain calm and alert, especially during emergencies and/or busy hotel activity, serving as a role model for Front Office Staff and other employees.

Resolve customer issues and complaints by conducting thorough research of the situation and identifying effective solutions.

Make decisions and take action based on prior experience and sound judgment, sometimes modifying procedures to accommodate unusual situations.

Authorize revenue allowances to resolve issues only after other alternative solutions have been explored.

Qualifications:

Specific Job Knowledge, Skill, and Ability:


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, using another combination of skills and abilities.


Ability to effectively interact with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to defuse anger and gather accurate information to resolve conflicts.

Basic mathematical skills are required.

Ability to access and accurately input information using a moderately complex computer system.

Ability to stand, walk, and continuously perform tasks behind the front desk.

Ability to communicate verbally and in writing and prepare detailed reports of room availability and revenues generated.

Qualification Standards

Education:


Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities.

A high school diploma is required. Some college education is preferred.

Experience:
Prior front desk and supervisory experience is preferred.

Grooming:
All employees must maintain a neat, clean, and well-groomed appearance.

Other:
Applicants with additional language skills are preferred.

Note:
The hotel operates seven (7) days a week and twenty-four (24) hours a day.

All employees, both management and hourly, must recognize this fact and understand that at times it may be necessary to adjust shifts based on business demands.