Hotel Guest Services Agent

Experienced Guest Services 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!

We are looking for an Experienced Guest Services Agent to join our team! This is a dual role that will work shifts both as a Marriott Front Desk Agent and as a 'AYS' Telephone Operator.

Position Summary: This is a Dual Front Office role, working shifts as a Front Desk Agent or as a 'At Your Service' phone operator, with role scheduled based on business demands.

• 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 personized and memorable experience.
• As the "At Your Service" Phone Operator you are responsible for providing exceptional customer service by promptly answering to guests over the phone and through in-room dining orders. This role involves answering guest inquiries using professional telephone etiquette, processing work order requests to the appropriate department, and ensuring a positive guest experience by delivering timely and accurate information about hotel services and amenities.

Scheduling: This is a Full-Time position working 5 days a week, and requires the flexibility to work any scheduled shift, weekdays, weekends and holidays. The schedule will change weekly to support front office operations, and will include varying AM and PM shifts.

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.
• Answer incoming calls using PBX and computer systems promptly, and using correct telephone etiquette, providing information about hotel services and amenities.
• 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 brand's 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.
• Answer telephone calls using a positive and clear speaking voice; actively listen, confirm requests, and respond with appropriate action or information.
• As AYS agent, take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff.
• 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.

Supportive Functions: 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.

What are we looking for?

• Must be available to work various shifts, any day, any shift, including weekends and holidays.
• Thorough understanding 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.

Experience

• High school diploma or equivalent required; degree in hospitality or related field preferred.
• Previous experience in the position of front desk agent, guest services or similar service role, is required, preferably with a full-service hotel.

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