Guest Services Team Leader

2 weeks ago

Houston, Texas, United States Pyramid Global Hospitality Full time
Property

About Us

At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to cultivating a nurturing and inclusive work atmosphere that promotes diversity, growth, and overall wellbeing. This dedication to a People First culture is evident in our employee development initiatives, benefits, and our focus on fostering meaningful relationships. We provide a comprehensive array of employment benefits, including extensive health insurance, retirement plans, and paid time off, along with unique perks such as on-site wellness programs and employee discounts on hotel stays. Furthermore, we are devoted to offering continuous training and development opportunities to empower our team members in enhancing their skills and knowledge for career advancement. Whether you are new to the hospitality sector or a seasoned expert, Pyramid Global Hospitality provides a collaborative and supportive work environment that encourages growth and success across over 230 properties globally.

Location Description

The Houston Marriott Westchase stands as one of the largest full-service Marriott hotels in the area, featuring over 604 renovated guest rooms and more than 40,000 square feet of event space, including a 10,000-square foot Grand Ballroom. Join our dedicated team of hospitality professionals and contribute to delivering outstanding guest experiences.

Overview

We are seeking an experienced Guest Services Team Leader to enhance our operations.

About Us: At Pyramid Global Hospitality, we recognize the significance of our team members. We appreciate, support, and acknowledge the unique contributions of each individual. By nurturing a culture of collaboration and growth, we motivate our team members to excel.

Position Summary: As a Guest Services Team Leader, you will play a vital role in ensuring that all guests receive outstanding service, creating memorable experiences while fostering a positive environment for our associates. You will lead by example, ensuring positive guest interactions, assisting team members in challenging situations, and providing training and encouragement to the guest services team.

Scheduling: This is a Full-Time position requiring flexible availability, including weekends and holidays, based on operational needs. The schedule will vary weekly, incorporating both AM and PM shifts.

Key Responsibilities:
  • Support the Guest Services Manager with daily operations and collaborate with other leaders and team members.
  • Maintain knowledge of guest room details, hotel amenities, and local events to provide accurate information to guests.
  • Deliver exceptional customer service consistently, engaging with guests and ensuring a delightful hospitality experience.
  • Facilitate guest check-ins, ensuring proper credit is received and special requests are fulfilled.
  • Resolve issues and exceed guest expectations through effective recovery strategies.
  • Promote and sell special hotel programs.
  • Be well-versed in emergency procedures and policies.
  • Manage house bank, adhering to procedures for posting, charges, and refunds.
  • Complete required training and development to maximize potential.
  • Ensure compliance with company procedures and encourage staff to exceed brand standards.

Growth Opportunities: This role presents exciting career advancement possibilities within our organization for those passionate about hospitality.

Our Culture: Empowered to Make a Difference: At Pyramid Global, we value and recognize the unique contributions of each team member. Our culture promotes growth and collaboration, focusing on delivering personalized and memorable experiences for our associates and guests.

Our Values: People First, Integrity, Excellence
  • People First: A talented, diverse, and passionate team working together with respect.
  • Integrity: Honesty and accountability to ourselves and colleagues.
  • Excellence: Surpassing expectations through dedication and innovation.
Qualifications
  • Comprehensive understanding of customer service principles and best practices.
  • Strong verbal and written communication skills in English.
  • Excellent active listening abilities.
  • Proficient in addressing guest concerns with empathy and professionalism.
  • Adept at identifying service shortfalls and providing effective solutions.
  • Ability to thrive in high-pressure situations and respond promptly.
  • Competent in using computer systems and various software applications.
  • Capability to remain stationary for extended periods.
  • Mobility to assist guests at the front desk and in common areas.
  • Ability to recognize and respond to safety concerns and emergencies.
Experience

Prior supervisory experience in hotel or resort front desk operations is essential, preferably in a full-service setting.

Licenses or Certificates

No specific licenses required.

Grooming/Uniforms

All employees must maintain a neat and professional appearance. Specific uniform guidelines will be provided during orientation.

Excellent Benefits

Pyramid Global Hospitality is recognized for its people-first culture. We empower team members at all levels to "Be The Difference" and are acknowledged as a leading organization in employee benefits, including:
  • Exclusive hotel discounts at our award-winning properties.
  • Mental wellbeing support for employees and their families.
  • 401k plan with company match after 90 days.
  • Performance-based incentives and bonuses.
  • Generous paid time off.
  • Professional development support.
  • Competitive health, dental, and vision insurance options.
  • Pet insurance for your furry companions.
  • Skill-enhancing training programs.
  • Company-paid and optional life insurance.
  • Employee Assistance Program (EAP).
  • Health Flexible Spending Account (FSA).
The hotel operates continuously, and all employees must be aware that shift adjustments may be necessary based on business demands.

If you are enthusiastic about hospitality and creating memorable guest experiences in a collaborative environment, we encourage you to consider the Guest Services Team Leader position at Pyramid Global Hospitality. Join us in our mission to enhance the hospitality experience.

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