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Hospitality Front Office Associate

2 months ago

Troy, Michigan, United States Home2 Suites by Hilton Detroit-Troy Full time

About Us:
At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive work atmosphere that champions diversity, personal growth, and overall wellbeing. Our dedication to a People First culture is evident in our employee development initiatives, benefits, and our focus on nurturing meaningful relationships. We provide a comprehensive suite of employment benefits, including extensive health insurance, retirement plans, and paid time off, alongside unique perks such as wellness programs, local discounts, and employee rates on hotel accommodations. Furthermore, we are devoted to offering continuous training and development opportunities to empower our team members with the skills and knowledge necessary for career advancement. Whether you are new to the hospitality sector or a seasoned expert, Pyramid Global Hospitality provides a collaborative and encouraging work environment 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:
At Home2 Suites by Hilton Detroit-Troy, we consistently exceed expectations. From day one, you will enjoy 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 are recognized as an Employer of Choice because we understand that caring for our team members is just as vital as the service we provide to our guests and the communities we serve. If you possess a genuine passion for hospitality, we invite you to become part of our team. You will play a crucial role in delivering outstanding service and creating memorable experiences for each guest. You will have the opportunity to learn, have fun, and be part of a successful journey with a growing company.

Position Overview:
We are seeking a full-time Front Desk Agent to join our front office team.

What We Offer:

  • Paid time off
  • 7 paid holidays
  • Comprehensive benefits packages
  • 401k with company match
  • Room rate discounts

All within a culture that genuinely cares for its team members.


Key Responsibilities:
  • Warmly greet guests upon arrival, utilizing a friendly and sincere welcome. Employ a positive and clear speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding outlet hours and local attractions.
  • Facilitate the registration process by entering and retrieving information from a computer system, confirming essential details such as guest count and room rate. Promote the hotel's marketing initiatives. Make suitable room selections based on guest needs. Code electronic keys and provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as necessary.
  • Verify and imprint credit cards for authorization using electronic methods. Manage cash transactions, provide change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other payment forms. Convert foreign currency at current posted rates and perform accurate arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer telephone calls with positive and clear communication. Input messages into the computer and relay the content to guests. Retrieve mail, small packages, and faxes for customers as requested.
  • Close guest accounts at checkout and ensure satisfaction. In case of dissatisfaction, negotiate a resolution, which may include authorizing revenue allowances.
  • Maintain composure and alertness, especially during emergencies or busy hotel activity, and resolve complications such as location changes or credit issues.
  • Address guest complaints by conducting thorough research to develop effective solutions and negotiate outcomes. Listen attentively and extend assistance to resolve issues such as pricing conflicts or temperature control problems.
  • Take ownership of guest challenges and follow through to ensure satisfaction. Remain calm and alert, particularly during emergencies and busy periods. Plan and implement detailed steps using sound judgment and discretion.
Qualifications:
This position requires availability for AM/day shifts and/or PM/afternoon shifts.
Availability to work either shift, including weekends, is essential.
Prior hospitality experience is preferred; however, if you have a passion for customer service, this position is ideal for you.