Guest Service Agent

Inn At Perry Cabin Front Desk Associate

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Cond Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin. A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Cond Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn. If you are ready to set sail into a new adventure, apply today and enjoy the many benefits and great opportunities for growth at Inn at Perry Cabin!

What you will have an opportunity to do:

Answer internal and external telephone calls hotel within three rings; direct incoming calls to appropriate extensions.

Receive and record messages for guests.

Record and make wake up calls.

Initiate the prompt response system (logging information regarding problems/situations that require prompt attention and relaying to appropriate personnel).

Receive and send facsimiles.

Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.

Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner.

Acknowledge guests by name if possible; provide information to guests.

Exercise independent judgment regarding whether to disturb a guest and how to direct incoming calls.

Reach out to guest prior to arrival to assist with pre-arrival arrangements including booking reservations for golf, spa, waterfront, activities as well as in-room amenities. This assistance continues for in-house guest who need additional assist with outlet arrangements.

Assist with some general post-stay billing questions.

Practice refined hospitality at all times. Forbes Five-Star standards are foundational standards for Inn at Perry Cabin.

Maintain knowledge of hotel features/services, outlets, hours of operation, etc.

Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.

Send pre-arrival emails daily; respond to pre-arrival inquiries & responses to sent emails.

Be an ambassador of the hotel and the company at all times, in and outside of the work place.

Support Leading Quality Assurance; strive to continuously improve.

Ensure by example that the Inn at Perry Cabin philosophy is known.

Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.

Be knowledgeable of, implement, communicate, and comply with policies of Inn at Perry cabin, its Hotel Human Resources Department, and Inn at Perry Cabin.

Maintain confidentiality and security of all guest and general hotel information.

Assist in other areas as needed.

Supervisory Responsibilities: None.

Job Requirements:

Education & Experience: High school diploma or GED preferred.

Skills: Ability to communicate in English with hotel guests and employees to their understanding. Ability to handle incoming calls efficiently and courteously. Ability to speak clearly and understandably. Ability to record accurate and readable messages. Ability to provide friendly, efficient, and courteous service to guests. Ability to handle the stress inherent in interacting with co-employees and resolving guest problems. Ability to work under pressure, be organized, self-motivated and work well with others. Basic knowledge of St. Michaels and surrounding areas. Understanding of the luxury hotel environment. Additional foreign language skills a plus.

Working Conditions:

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equipment to Be Used: Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, and email.

Physical & Mental Requirements: Regularly required to sit for extended periods; stand, walk, talk and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision. Must be able to lift equipment, supplies, etc. of at least 30 pounds. Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

Work Environment: Interior of hoteloccasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment. The work environment includes high guest contact and noisy, crowded environment; may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.

Compensation: $16.00 - $16.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.