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Guest Services Representative

2 months ago

Gainesville, Florida, United States Hilton University of Florida Conference Center Full time

About Us:
At Pyramid Global Hospitality, we prioritize our people. Our organization is committed to fostering a supportive and inclusive work environment that promotes diversity, growth, and overall wellbeing. Our People First culture is evident in our employee development initiatives, benefits, and our focus on building meaningful relationships. We offer a variety of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, alongside unique perks such as on-site wellness programs and employee discounts on hotel stays. We are dedicated 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 industry or a seasoned expert, we provide a collaborative work environment that encourages personal and professional growth across over 230 properties worldwide.

Location Overview:
Embark on a career at the Hilton University of Florida Conference Center, a unique property managed by Pyramid Global, where hospitality intersects with academic excellence. With 248 well-appointed guest rooms and versatile meeting spaces, our hotel offers a distinctive workplace within the vibrant atmosphere of the University of Florida. Experience a work environment that reflects the dynamic spirit of the university community. We provide comprehensive benefits, including a 401k with a company match and recognition programs tailored to acknowledge your dedication.

Position Summary:
Deliver outstanding service by welcoming, registering, and checking out guests while addressing guest concerns and promoting hotel services and amenities.

Key Responsibilities:

  • Welcome guests with a friendly demeanor, using a positive and clear speaking voice while actively listening to their requests and concerns.
  • Complete the registration process by accurately inputting and retrieving information from our computer system, confirming essential details such as the number of guests and room rates. Ensure the appropriate selection of rooms based on guest preferences and provide necessary information regarding their stay.
  • Ensure accurate accounting of rooms and services on guest statements and assist with check-out payments or charges.
  • Respond promptly to guest inquiries, providing accurate information about hotel services, outlet hours, and special programs.
  • Handle special requests from guests, forwarding them to the appropriate team members when necessary.
  • Manage phone and email inquiries, documenting messages and communicating special guest needs to the team.
  • Address guest complaints with thorough research to develop effective solutions, remaining calm and composed during busy periods.
  • Operate vehicles safely to transport guests to and from various destinations.
  • Adapt to varying schedules as required by the cyclical nature of the hospitality industry.
  • Perform additional duties as assigned.

Qualifications:
The ideal candidate should possess the following skills and abilities:

  • Strong interpersonal skills to effectively engage with both internal and external customers, demonstrating patience and diplomacy.
  • Proficient in reading, listening, and communicating effectively in English, both verbally and in writing.
  • Knowledge of emergency procedures within a hotel setting.
  • Ability to accurately input information using a moderately complex computer system.
  • Capability to stand for extended periods.
  • Meet or exceed performance recognition standards.
Education:
High school diploma preferred.
Experience:
Prior experience in hospitality is preferred.
Grooming:
All employees must maintain a neat and professional appearance.