Front Desk Agent

2 days ago

Marlborough, Massachusetts, United States Pyramid Global Hospitality Full time
About Us

At Pyramid Global Hospitality, we're dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits, and our dedication to building meaningful relationships.

We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, we're committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Location Description

At the Embassy Suites by Hilton Boston Marlborough, we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match, and our lucrative bonus programs, to name a few. We're looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed.

We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at Embassy Suites by Hilton Boston Marlborough can mean for you.

Job Summary

We're seeking a Front Desk Agent to join our team at Embassy Suites in Marlborough. As a Front Desk Agent, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.

Key Responsibilities

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Take ownership of guests' challenges and follow through to ensure guest satisfaction.


Requirements

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
  • Ability to stand and move throughout front office and continuously perform essential job functions.
  • Ability to read, listen, and communicate effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.
  • Experience with Galaxy systems is a plus but not required.


Qualifications

Education: High school diploma preferred. Experience: Prior hospitality experience preferred. All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

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