Guest Services Agent

Position Summary What you will have an opportunity to do: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality. Act as an ambassador of the facility by providing special assistance and information and offering a wide selection of alternatives for guest satisfaction. This position is primarily for weekend support but must be available to work other shifts and holidays as needed. Essential Functions 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 hours of operation, meeting rooms, transportation, etc. according to individual needs. Complete the registration process by inputting and retrieving information, confirming pertinent information including number of guests and room rate. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non‑verbally confirm the room number and rate. Verify and imprint credit cards for authorization using electronic acceptance methods. 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 a positive and clear voice. When applicable, record messages and communicate the content to the guest. Retrieve email, small packages 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. Field guest complaints, conduct research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems such as insufficient heating or air conditioning, etc. Take ownership of guests' challenges and follow through to ensure guest satisfaction. Remain calm and alert, especially during emergencies and/or heavy activity, and resolve complications such as location changes or credit issues. Utilize email to communicate with co‑workers, Manager/Supervisor, etc. Perform other duties and functions as assigned. Requirements High School diploma or GED. Customer Service experience or prior hospitality experience preferred. Basic mathematical skills and considerable skills 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 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. Compensation $20.00 - $22.00 per hour 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. #J-18808-Ljbffr Pyramid Global Hospitality