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:

What you will have an opportunity to do:

Guest Service Agent

JOB SUMMARY

The Guest Service Agent is responsible for providing warm, professional, and personalized service to every guest throughout their stay. This position greets and registers guests, responds to guest requests and inquiries, resolves concerns, processes payments, and completes guest account transactions while maintaining the hotel’s Five-Star Service Standards.

The Guest Service Agent serves as an important ambassador of the hotel and is expected to consistently create positive guest experiences while demonstrating professionalism, attention to detail, and a genuine commitment to guest satisfaction.

EXPERIENCE

• One (1) or more years of customer service or guest-facing experience is required.
• Previous hospitality or hotel experience preferred.
• Experience with Marriott systems and/or hotel property management systems preferred.

KEY RESPONSIBILITIES

The primary responsibilities of the Guest Service Agent include, but are not limited to:

• Greet and welcome guests immediately with a warm, friendly, and sincere attitude.
• Provide professional, personalized service throughout the guest’s stay while consistently demonstrating Five-Star Service Standards.
• Use a positive, clear, and professional speaking voice; listen attentively to understand guest needs and respond with appropriate action.
• Provide accurate information regarding hotel services, outlet hours, amenities, local attractions, transportation, and other guest needs.
• Complete the guest registration and departure processes accurately and efficiently, including verifying guest information, number of occupants, room type, rate, payment information, and other pertinent details.
• Process guest payments, charges, adjustments, and account transactions in accordance with hotel procedures.
• Promptly and professionally answer the telephone and direct calls or requests to the appropriate department.
• Input guest messages and other pertinent information into the appropriate hotel systems and update guest profiles as needed.
• Retrieve and communicate messages and other information to guests in a timely manner.
• Retrieve and distribute guest mail, small packages, and other items as requested.
• Assist guests with special requests, reservations, transportation, directions, and other services.
• Listen carefully to guest concerns and take ownership of challenges from beginning to resolution.
• Handle guest complaints professionally, conducting appropriate research and utilizing available resources to determine effective solutions.
• Resolve or appropriately escalate concerns involving room rates, billing, room conditions, heating or air conditioning, service issues, and other guest concerns.
• Follow up with guests and appropriate departments to ensure concerns have been resolved and guest satisfaction has been achieved.
• Remain calm, professional, and alert during emergency situations, high-volume periods, and other challenging circumstances.
• Protect guest privacy and confidential information and follow all hotel security and safety procedures.
• Maintain accurate records and complete required Front Desk documentation.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to ensure seamless guest experience.
• Promote hotel amenities, services, and applicable Marriott programs and benefits when appropriate.
• Use sound judgment, discretion, and established procedures when making decisions or addressing guest needs.
• Maintain a clean, organized, and professional Front Desk environment.
• Attend required meetings and training programs and complete all required company, brand, and hotel training.
• Complete all other assignments, duties, and tasks assigned by the Front Office Manager or other hotel leadership.

What are we looking for?

JOB QUALIFICATIONS

In addition to the performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Previous experience with hotel property management systems, such as FSPMS, preferred.
• Marriott experience and knowledge of Marriott systems preferred.
• Strong organizational and problem-solving skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Demonstrated ability to work collaboratively and professionally with team members across all hotel departments.
• Ability to exercise sound judgment and discretion when evaluating situations and determining appropriate solutions.
• Strong attention to detail and accuracy when handling guest information, payments, and hotel transactions.
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills with a genuine desire to exceed guest expectations.
• Must be self-directed, motivated, dependable, and professional.
• Working knowledge of Microsoft Office products.
• Ability to maintain a positive and professional demeanor during high-volume periods and challenging guest interactions.
• Must be available to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, holidays, and other business needs.
• Ability to maintain confidentiality and protect guest and hotel information.
• Ability to stand and walk for extended periods and perform the physical requirements of the position with or without reasonable accommodation.

Compensation:

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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.