Hotel Front Desk Agent

Experienced Hotel 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 Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you!

Position Summary

As a Front Desk Agent, you are responsible for greeting and registering guests in a warm and welcoming manner, delivering excellent guest service to elevate every aspect of their stay, and anticipating guest needs to create a personalized and memorable experience.

Required Availability: You must have complete open availability to work any day, both AM and PM shifts, with no scheduling restrictions.

Scheduling: 7:00 AM - 3:30 PM and 3:00 PM - 11:30 PM, Monday - Sunday. The weekly schedule will include various days of the week, and will including both AM and PM shifts, weekends and holidays. Schedules change weekly based on business demands. No overnight shifts will be required.

Specifically, this role will be responsible for hotel front desk functions including:

• Greet guest immediately with a friendly and sincere welcome, register guest, assign rooms and provide room key, strictly following brand service standards and company policies.
• Input and retrieve guest and staff communications into the computer systems, updating guest profiles, and following up to ensure guest satisfaction.
• Confirm with the guests their booking information, including number of guests and room rate, and membership status in the brands rewards program.
• Continuously maintain knowledge on room types, available amenities, room availability and rates, and available guest upgrade options.
• Ensure all charges, including food, outlet passes, and liquor sales, are posted to guest account; computes bill, collect payment, and make change for requests.
• Assist AYS operators by answering telephone calls using a positive and clear speaking voice; actively listen, confirm requests, and respond with appropriate action or information.
• Address guest challenges in a professional manner to resolve problems to their completion; posting to computer and following up with other departments, and guest, to ensure resolution and guest satisfaction.
• Maintain high standards of personal appearance and grooming, always.

This list is not all inclusive, additional job functions will be shared during interviews.

The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.

Qualifications

• Availability to work AM and PM shifts, various weekdays, weekends, and holidays, with no scheduling restrictions.
• Thorough understanding and knowledge of customer service behaviors and interpersonal skills.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
• Ability to communicate effectively in the English language, both verbally and in writing.
• Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
• Able to communicate with guests and staff alike about their concerns with empathy and professionalism to successfully resolve questions or concerns.
• Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
• Positions self to raise, lower, and extend arms to perform essential job functions.
• Ability to lift and carry up to 15 lbs. regularly.
• Knowledge and experience using Microsoft Office Suite Products.
• Familiar with property management software, such as PMS or OPERA, is preferred.
• Able to identify and respond quickly to safety concerns and emergency situations.

Professional Licenses/Certifications

• None required

Experience

• High school diploma or equivalent required; degree in hospitality or related field preferred.
• Minimum One (1) year experience in a front desk, guest services or similar customer service role, is required.
• Experience in a full-service hotel environment is desired.

Grooming/Uniforms

• All employees must maintain a neat, clean and well-groomed appearance.
• Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Excellent Benefits!

Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to:

• Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
• Mental wellbeing support for you and your loved ones
• 401k after 90 days, with a company match
• Performance-based incentives and bonuses
• Generous paid time off
• Professional guidance and support
• Competitive health, dental, and vision insurance plans
• Pet insurance for your furry companions
• Skill-enhancing job training
• Company-paid and Optional Life and Accidental Insurance
• Supplemental Accident, Critical Illness and Hospitalization Plans
• Employee Assistance Program (EAP)
• Health Flexible Spending Account (FSA)

If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the Front Desk Agent position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.