Guest Services Representative
2 weeks ago
About Us:
At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive workplace that promotes 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 building meaningful relationships. We offer a variety of employment benefits, including extensive health insurance, retirement plans, and paid time off, alongside unique perks such as on-site wellness programs and employee discounts on hotel stays. Furthermore, we are devoted to providing continuous training and development opportunities to empower our employees to enhance their skills and advance their careers. Whether you are new to the hospitality sector or a seasoned expert, we provide a collaborative environment that encourages growth and success across more than 230 properties globally.
Location Overview:
At Home2 Suites by Hilton Detroit-Troy, we consistently exceed expectations. From day one, you will benefit from a competitive wage package, excellent benefits, a matching 401K plan, professional development opportunities, generous bonuses, travel perks, and the chance to grow within a portfolio of 100 hotels representing all major brands. We recognize that the wellbeing of our team members is as crucial as the service we deliver to our guests and the communities we serve. If you possess a genuine passion for hospitality, we invite you to explore the opportunities with us. You will play a vital role in delivering exceptional service and creating memorable experiences for our guests.
Position Overview:
We are seeking a full-time Front Desk Agent to become a key member of our front office team.
Benefits Offered:
- Paid time off
- 7 paid holidays
- Comprehensive benefits packages
- 401k with company match
- Room rate discounts
All within a culture that values its team members.
Key Responsibilities:
- Welcome guests promptly with a friendly and sincere greeting. Utilize a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by entering and retrieving information from a computer system, confirming details such as the number of guests and room rates. Promote the hotel's marketing initiatives and select rooms based on guest needs. Code electronic keys and provide welcome folders with room keys and relevant information.
- Verify and imprint credit cards for authorization using electronic methods. Handle cash transactions, make change, and balance an assigned house bank. Accept and record various forms of payment.
- Answer telephone calls promptly using clear English communication. Input messages into the computer and relay them to guests as needed.
- Close guest accounts at checkout and ensure satisfaction. Address any dissatisfaction by negotiating compromises when necessary.
- Maintain composure and alertness during emergencies or busy periods, resolving issues such as location changes or credit problems.
- Handle guest complaints with thorough research to develop effective solutions and negotiate outcomes. Listen attentively and assist in resolving issues such as pricing conflicts or temperature control.
- Take ownership of guest challenges and follow through to ensure satisfaction, utilizing sound judgment and discretion.
This position requires availability for AM/day shifts and/or PM/afternoon shifts.
Prior experience in hospitality is preferred, but a passion for customer service is essential.
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