Front Desk Receptionist-Marriott Hotels

Location: Houston, Texas, 77042 Job Type: Full time
Houston Marriott Westchase
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.
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. 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.News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.
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. This is a dual role as a Marriott Front Desk Agent and a 'AYS' Telephone Agent.
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 a “At Your Service” Telephone 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.
This is a Full-Time position requiring the flexibility to work any day, AM or PM shift , including weekdays, weekends and holidays. Schedule will change weekly with a combination of AM and PM shifts (no overnight).
Specifically, this role will be responsible for hotel front office guest services functions including, but not limited to;
Provide exceptional customer service by being engaging and taking sincere interest in the guest following Marriott brand guest service standards.
Greet guest with a friendly and sincere welcome, register guest, assign rooms and provide room key, strictly following brand service standards and company policies (Front Desk Agent).
Answer incoming calls promptly, using correct telephone etiquette, providing information about hotel services and amenities.
Take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff (AYS Agent).
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.
able to work various shifts, any day, any shift, including weekends and holidays.
Previous customer service experience required ; full-service hotel guest services experience preferred. Relevant customer-facing experience will also be considered.
Experience using complex reservation management software systems or other relevant programs/technology, with ability to perform tasks in multiple computer systems, simultaneously.
Advanced understanding of core guest service behaviors and expectations.
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 standing position, either stationary or walking, for duration of shift.
Knowledgeable in basic MS Office programs Word, Excel and Outlook.
High school diploma or equivalent required; degree in hospitality or related field preferred.
We celebrate diversity and are committed to creating an inclusive environment for all employees.