Front Desk Agent

South Seas Front Desk 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, 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.

Welcome to South Seas, a premier resort destination in the Pyramid Global Hospitality portfolio, located on the beautiful shores of Captiva Island, Florida. Featuring 279 guest rooms and over 7,000 sq ft of meeting and event space, South Seas spans 330 acres of coastal beauty, offering a truly unique setting for hospitality professionals. At South Seas, team members have the opportunity to be part of a resort experience unlike any other, surrounded by pristine beaches, a thriving wildlife preserve, and a setting that showcases the best of Southwest Florida. From supporting memorable events to delivering exceptional guest experiences across the resort's diverse offerings, every role plays an important part in bringing the South Seas experience to life. Joining our team means becoming part of a people-first culture that values teamwork, growth, and a passion for hospitality. Whether you're building your career in guest services, food and beverage, recreation, housekeeping, sales, or another department, you'll find opportunities to learn, grow, and make a meaningful impact. If you're looking for a rewarding career in a unique island setting, we invite you to explore the opportunities available at South Seas and apply today.

The Front Desk Agent serves as the first and last impression of South Seas Resort, providing exceptional guest service throughout the arrival and departure experience. This position is responsible for welcoming guests, completing check-in and check-out procedures, processing reservations and payments, answering questions, resolving guest concerns, and ensuring every guest enjoys a memorable stay.

The ideal candidate is personable, detail-oriented, and thrives in a fast-paced luxury resort environment. They are passionate about hospitality, possess excellent communication skills, and consistently deliver service that exceeds guest expectations.

Rate of Pay: Full-time, Hourly Position Starting at $20.00 per hour

Essential Functions

• Welcome guests with a warm, friendly, and professional demeanor while creating a positive first impression of South Seas Resort.
• Efficiently perform guest check-in and check-out procedures while ensuring accuracy of reservations, billing, and payment information.
• Answer incoming telephone calls and respond to guest inquiries regarding resort amenities, dining, recreation, transportation, and local attractions.
• Process reservations, room changes, upgrades, and special guest requests while maintaining accuracy within the Property Management System (PMS).
• Handle cash, credit card transactions, and daily balancing procedures following company policies.
• Resolve guest concerns promptly and professionally, escalating issues to leadership when appropriate.
• Coordinate with Housekeeping, Engineering, Bell Services, Security, Recreation, and Food & Beverage teams to ensure seamless guest experiences.
• Maintain complete knowledge of resort accommodations, amenities, activities, restaurants, promotions, and special events.
• Communicate important guest information, VIP arrivals, and special requests to appropriate departments.
• Maintain guest confidentiality and protect sensitive information.
• Assist guests with directions, transportation arrangements, luggage assistance coordination, and general resort information.
• Follow all Standard Operating Procedures (SOPs), resort policies, and Forbes-inspired hospitality service standards.
• Participate in daily shift meetings and ongoing training.
• Maintain a clean, organized, and professional front desk and lobby area.
• Perform additional duties as assigned by leadership.

What are we looking for?

Position Requirements

• High School Diploma or equivalent required.
• Previous Front Desk, Hotel, Resort, Hospitality, or Customer Service experience preferred.
• Previous experience using a Property Management System (PMS) preferred.
• Proficiency with Microsoft Office and general computer applications.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Ability to maintain professionalism and composure while resolving guest concerns.
• Strong problem-solving skills with a guest-first mindset.
• Ability to work independently while contributing to a collaborative team environment.
• Cash handling experience preferred.

Licenses & Certifications

• Valid Driver's License preferred.
• CPR/First Aid Certification is a plus but not required.

Physical Working Conditions

• Ability to stand and walk for extended periods throughout the shift.
• Ability to lift and carry up to 25 pounds when assisting guests with luggage or resort materials.
• Ability to bend, reach, kneel, and occasionally stoop.
• Ability to use computers, telephones, printers, and other office equipment for extended periods.
• Ability to communicate effectively with guests, team members, and vendors in a professional manner.
• Ability to work in a busy front desk environment with frequent interruptions while maintaining exceptional guest service.
• Attend required meetings, training sessions, and departmental functions.
• Perform additional duties as assigned to support resort operations.

Hours Required

• Full-time position averaging 40 hours per week.
• Must be available to work mornings, afternoons, evenings, weekends, and holidays.
• Schedule will vary based on business demands.
• Flexibility to work overtime during peak seasons, special events, and weather-related operations may be required.

Our company ("Company") fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment.

As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.