Guest Services Representative

2 weeks 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 workplace 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 building meaningful relationships. We offer a comprehensive suite of employment benefits, including extensive health insurance, retirement plans, and paid time off, alongside unique perks such as on-site wellness programs and discounts. Furthermore, we are devoted to providing continuous training and development opportunities to empower our team members to enhance their skills and advance their careers. Whether you are embarking on your journey in the hospitality sector or are an experienced professional, Pyramid Global Hospitality provides a collaborative 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 employees and is dedicated to delivering exceptional guest experiences.

Location Overview:
At Home2 Suites by Hilton Detroit-Troy, we consistently excel in the hospitality industry. From day one, you will enjoy a competitive wage package, outstanding benefits, a matching 401K plan, professional development opportunities, generous bonuses, travel perks, and the chance to grow within a portfolio of 100 hotels across major brands. We recognize that the wellbeing of our team members is as crucial 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 vital role in delivering exceptional service and creating memorable experiences for our guests. Join us 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, providing a sincere welcome. Utilize 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 rates. Promote the hotel's marketing initiatives and make suitable room selections based on guest preferences. Code electronic keys and provide welcome folders containing room keys and other relevant materials.
  • Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned house bank. Accept and record various forms of payment, including vouchers and travelers checks.
  • Promptly answer phone calls using clear and positive communication. Document messages in the computer system and relay them to guests as needed.
  • Close guest accounts during check-out and ensure satisfaction. Address any dissatisfaction by negotiating solutions, which may include authorizing revenue allowances.
  • Maintain composure and alertness during emergencies or busy periods, resolving issues such as room changes or credit concerns.
  • Address guest complaints by conducting thorough research to identify effective solutions and negotiate outcomes. Listen attentively and provide assistance to resolve problems.
  • Take ownership of guest challenges and follow through to ensure satisfaction, remaining calm and focused during emergencies and busy hotel operations.
Qualifications:
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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