Guest Services Representative

2 weeks ago

Honolulu, Hawaii, United States Pyramid Global Hospitality Full time
Company Overview

Pyramid Global Hospitality prioritizes its people. We are committed to fostering a supportive and inclusive workplace that champions diversity, personal growth, and overall wellbeing. Our People First culture is evident in our employee development initiatives, comprehensive benefits, and our focus on building meaningful relationships. We offer a variety of employment benefits, including extensive health insurance, retirement plans, and paid time off, along with unique perks such as on-site wellness programs and discounts on local services. Our dedication to continuous training and development ensures that our employees acquire the skills necessary for career advancement. Whether you are new to the hospitality sector or a seasoned expert, Pyramid Global Hospitality provides a collaborative environment that promotes growth and success across more than 230 properties globally.

Position Summary

The Front Desk Agent is responsible for welcoming and registering guests, delivering prompt and courteous service, and finalizing guest accounts upon their departure, all while adhering to Pyramid Hotel Group's high standards of quality.

Key Responsibilities
  • Warmly greet guests upon arrival, using a friendly and sincere tone. Listen attentively to requests, respond appropriately, and provide accurate information regarding hotel amenities and local attractions.
  • Facilitate the registration process by accurately entering and retrieving information from the computer system, confirming essential details such as guest count and room rates. Promote the hotel's marketing initiatives and select rooms that meet guest preferences. Issue electronic keys and provide welcome packets containing room keys and relevant information.
  • Process credit card authorizations and handle cash transactions, ensuring accuracy in financial dealings. Accept various forms of payment and perform currency conversions as needed.
  • Answer incoming calls promptly and professionally, taking messages and relaying information to guests as required.
  • Close guest accounts at checkout, ensuring satisfaction and addressing any concerns that may arise.
  • Maintain composure and alertness during busy periods or emergencies, effectively resolving issues such as room changes or billing discrepancies.
  • Address guest complaints with thorough research to find effective solutions, demonstrating patience and diplomacy to ensure guest satisfaction.
Additional Responsibilities

Regular attendance is crucial for this role, and employees must adhere to Pyramid Hotel Group's standards. Due to the nature of the hospitality industry, employees may need to work flexible schedules based on the hotel's operational needs.

Essential Skills and Qualifications
  • Basic math skills and proficiency in using a calculator for moderate calculations.
  • Strong interpersonal skills to effectively interact with guests and resolve conflicts.
  • Ability to stand and move throughout the front office while performing essential job functions.
  • Effective communication skills in English, both written and verbal.
  • Proficiency in accessing and inputting information into a moderately complex computer system.
  • Capability to observe and respond to emergency situations.
  • Experience with hospitality management systems is advantageous but not mandatory.
Education and Experience

A high school diploma is preferred, though prior experience in hospitality is not required.

Grooming Standards

All employees are expected to maintain a neat and professional appearance, adhering to specific grooming standards.

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