Customer Service Representative

1 week ago

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

At Pyramid Global Hospitality, we prioritize our employees and strive to create a supportive and inclusive work environment that fosters diversity, growth, and development. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and 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.

Our Culture

We pride ourselves on being a best-in-class employer, with a culture that values personal development, people, and success. Our Core Values involve a genuine passion for service, and we believe each member of our team has a key part to play in delivering outstanding service and memorable experiences for our guests.

Job Summary

We are seeking a Front Desk Supervisor to join our team at Embassy Suites by Hilton Boston Marlborough. As a Front Desk Supervisor, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay.

Responsibilities
  • Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listen to understand requests, respond with appropriate action, and provide accurate information.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information, and promoting hotel marketing programs.
  • Verify and imprint credit cards for authorization, handle cash, make change, and balance an assigned house bank, accept and record vouchers, travelers checks, and other forms of payment, and convert foreign currency at current posted rates.
  • 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, negotiate compromise in the event of dissatisfaction, and take ownership of guest challenges and follow through to ensure guest satisfaction.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Requirements
  • 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 the 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.

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