Front Desk Agent (Full-Time) - Arizona Biltmore

Front Desk Agent

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, 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. Pyramid Global Hospitality offers 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, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

The iconic Arizona Biltmore is located in the heart of the prestigious Biltmore neighborhood in Phoenix. The resort was named the "Jewel of the Desert" since its opening on February 23, 1929. This gorgeous 39-acre property reopened in May 2021 after undergoing a $150 million restoration. It has over 700 rooms, over 200,000 square feet in banquet space spread out over the beautiful property, 9 food and beverage outlets (including 2 restaurants, 2 bars, 2 poolside bars, a gelato shop/caf, and in-room dining), a luxury spa, and 7 pools including a 65' waterslide. Arizona Biltmore is a LXR Hotel & Resort by Hilton which is a hand-selected collection of unique luxury hotels, offering bespoke service and personal adventures in the world's most intriguing locations. With this, as a team member you will receive the Go Hilton travel benefits in addition to Pyramid's travel benefits. Learn more about our incredible benefits here.

Job Responsibilities

As a Front Desk Agent, you will be responsible for, but not limited to, the following tasks:

• 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.
• Requires continual standing and movement throughout front office area.
• 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 through 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.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgement and discretion.

Qualifications

Excellent customer service skills

Prior customer service experience

Prior experience in a luxury hotel is a plus

Additional language skills is a plus

This is a full-time position, and you must have availability to work days, evenings, weekends, and holidays.