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Guest Services Representative

2 months ago

Miami, United States Pullman Miami Airport Full time

About Us:
At Pyramid Global Hospitality, we prioritize our people. Our commitment to a supportive and inclusive workplace fosters diversity, growth, and wellbeing. We believe in a People First culture, which is evident in our employee development initiatives, benefits, and our focus on building meaningful relationships. Our comprehensive benefits package includes health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs and discounts. We are dedicated to providing ongoing training and development opportunities to help our employees advance their careers in the hospitality industry.

Location Overview:
At Pullman Miami Airport, we take pride in being a top employer in the region. Our culture, extensive benefits, including a 401k with company matching, and attractive bonus programs set us apart. We seek talented individuals who have a genuine passion for service. Our Core Values emphasize personal development and a commitment to helping our team members succeed. Every team member plays a crucial role in delivering exceptional service and creating memorable experiences for our guests.

Position Summary:
The Front Desk Agent is responsible for welcoming guests, managing check-ins and check-outs, issuing room keys, addressing inquiries, and resolving guest requests in accordance with established policies and procedures, brand standards, and regulations.

Key Responsibilities:

  • Facilitate guest check-ins and room assignments while adhering to the hotel's pricing structures, discounts, and upselling strategies. Accommodate special requests whenever feasible.
  • Handle check-in/check-out processes and manage payments in line with cash handling, credit card processing, and accounting protocols.
  • Respond to inquiries regarding hotel services, events, directions, and local attractions. Assist guests with services such as check cashing, safety deposit boxes, additional room keys, and transportation arrangements.
  • When necessary, escort guests in a professional and courteous manner, following all policies and brand standards.
  • Pre-register and block reservations, and as needed, take same-day and future bookings. Cancel reservations according to established procedures.
  • Ensure that the release of any company, hotel, brand, and guest information complies with privacy policies and regulations.
  • Maintain punctuality and adhere to uniform standards while on duty.
  • Participate in scheduled department meetings.
Qualifications:

Prior experience in a hotel setting is required. Familiarity with Opera software is advantageous.