Hotel Front Desk Agent

Guest Services Agent

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, Condé 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.

About our property:

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. As a premier business-friendly and event-focused property, we offer over 604 guest rooms, with more than 43,000 square feet of event space, as well as the Republic Grill Restaurant, the Republic Lounge for evening cocktails, and an on-site Starbucks for a quick grab-and-go coffee located inside our Gift Shop. We are conveniently located in the Westchase District, just 3 miles south of Memorial City Mall, off of Beltway 8 and Westheimer. Our prime location and our friendly and positive atmosphere make us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Global Hospitality can mean for you!

What you will have an opportunity to do:

We are looking for both Part-Time and Full-Time Guest Services Agents to join our team!

This is a dual role as a Marriott Front Desk Agent and as a 'AYS' Telephone Agent, with scheduled shifts in one of the two roles, determined by operational needs.

As a Front Desk Agent, you are responsible for greeting and registering guests in a warm and welcoming manner, delivering excellent guest service, and resolve guest needs to create a personized and memorable experience.

As the "At Your Service" Phone Operator you are responsible for promptly answering to guests questions over the phone and take in-room dining orders. This role involves using professional telephone etiquette, processing work order requests to the appropriate department, and delivering timely and accurate information about hotel services and amenities.

Scheduling: Full-Time position 4-5 days a week; Part-Time position 2-3 days a week, both require the flexibility to work any day, any scheduled shift with no restrictions, including weekdays, weekends and holidays. While the weekly schedule may include a combination of varying AM and PM shifts, this position works primarily PM shifts 3:00 PM - 11:30 PM (no overnight shifts 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.
• 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 multiple computer systems, updating guest profiles, and following up to ensure guest satisfaction.
• 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 shifts change weekly to meet business demands.

What are we looking for?

• Experience working in a guest/customer service position or similar role is required, preferably at a full-service hotel.
• Able to work shifts any day, either AM or PM, including weekends and holidays.
• Thorough understanding of customer service behaviors and solid interpersonal skills.
• Experience using a computer with ability to use complex software systems simultaneously; PMS software, such as Fosse, FSPMS or OPERA, is highly desired.
• MS Office software such as Word, Excel, and Outlook experience.
• Ability to multi-task, adapt and prioritize in a fast-paced work environment with a sense of urgency.
• 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.
• Capable of remaining in a stationary position, sitting, standing 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.
• 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.

Compensation:

$0 - $0

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.