Front Desk Agent

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 Courtyard by Marriott Birmingham Downtown at UAB is a rewarding place to work in the historic, upscale and exciting city of Birmingham—the largest city in Alabama. Live, work and play in one of Alabama's premier metropolitan areas! Working at our hotel, you'll be centrally located in Birmingham, steps from University of Alabama Hospital via an enclosed sky bridge, and just minutes from Children's Hospital of Alabama. Get to know the area around our property! For cultural enrichment and entertainment, there's the Alabama Museum of Health Sciences and Railroad Park, visit Vulcan Park & Museum, home to the world's largest cast iron statue located right nearby, or spend your time off exploring Five Points South for amazing music, shops and dining. Other highlights include the Birmingham Civil Rights Institute, Barber Motorsports Park, Birmingham Museum of Art, Birmingham Zoo, Birmingham Botanical Gardens, Alabama Adventure, the Alabama Sports Hall of Fame and the Alabama Jazz Hall of Fame. And of course there's always Alabama Crimson Tide football up the road at the university's main campus in Tuscaloosa! Looking to further your education or focus on your physical fitness while working at our hotel? The University of Alabama's Birmingham campus is just a half-mile away and offers the UAB Campus Recreation Center, with cardiovascular equipment, free weights and fitness classes (for a fee). If you're more into outdoor sports, check out the Highland Park Golf Club (just a mile from the hotel) or the beautiful 54-hole golfing complex known as the Robert Trent Jones Golf Trail at Oxmoor Valley, just 11 miles from the hotel. There are hiking trails, biking trails, mountain biking, tennis facilities, bowling alleys and a nature preserve—all within 15 miles of where you'll work! Our hotel is well respected for its quality of service, clean rooms, comfortable beds and a staff that is friendly, professional and keenly aware of the importance of warm hospitality from our Front Desk to our restaurant staff to Housekeeping and our back-of-the-house operations. Guests love our contemporary-styled rooms, free WiFi, desks with ergonomic chairs, flat-screen TVs with premium cable channels, minifridges and coffeemakers. Our suites add separate living areas and microwave ovens as well. We offer a truly excellent experience—for guests and employees alike. Come join our crew and help us take our reputation for service excellence to the next level!

What you will have an opportunity to do:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality. The Front Desk Agent will:

• 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, travellers 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.
• Other: Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Specific Job Knowledge, Skill and Ability The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Experience with Galaxy systems is a plus but not required.

What are we looking for?

• At least one year in a customer service role with high guest interaction
• A Valid drivers license with no major infractions for 6 months
• Hospitality industry experience is a plus.
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Excellent verbal communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation:

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

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.