Front Desk Agent

1 day 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 growth, development, and wellbeing. 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 like on-site wellness programs, local discounts, and employee rates on hotel stays.

Location Description

The Embassy Suites by Hilton Boston Marlborough is a 230-room hotel with 3,500 sq ft of event space, a restaurant, and bar. We're looking for talented individuals who share our passion for service and are committed to delivering outstanding guest experiences.

Job Overview

We're seeking a Front Desk Agent to join our team at the Embassy Suites in Marlborough. As a Front Desk Agent, you'll be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay. You'll also be responsible for verifying and imprinting credit cards for authorization, handling cash and making change, and posting charges to guest rooms and house accounts using the computer.

Key Responsibilities

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listening 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, and promoting Hotel's marketing programs.
    • 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, 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, and close guest accounts at time of check out and ascertain satisfaction.
    • 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, and take ownership of guests' challenges and follow through to ensure guest satisfaction.

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 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.

Qualifications

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

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