Front Desk Agent- The Westin Grand Cayman Seven Mile Beach Resort & Spa

Pyramid Global Hospitality•Columbus, OH

9d•Onsite

About The Position

The motivated Front Desk Agent will be responsible for professionally greeting guests, handling reservations, answering phone calls, and providing exceptional guest service. The ideal candidate will have excellent communication skills, a positive attitude, be able to multitask in a fast-paced environment and have prior knowledge of Front desk procedures. Primary responsibilities for the Front Desk Agent role will include but not limited to the following: Perform efficient check-in and check-out procedures while warmly interacting with guests. Process various room reservations, including modifications, cancellations, and room assignments. Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately. Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat. Resolve guest complaints effectively and always follow through to ensure thorough guest satisfaction. Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience. Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.). Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features. Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs. Support the switchboard team occasionally with managing phone calls and taking accurate messages. Record, deliver wake-up calls and verify delivery. Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations. Maintain a clean, organized, professional front desk and lobby areas at all times. Adhere to all cash-handling, compliance, and data-privacy policies. Assist with group arrivals and departures when required. Perform end-of-shift duties including cash drop, shift reports, and handover notes. Actively participate in daily briefings and departmental training sessions. Other duties may be assigned based on business needs.

Requirements

Minimum 3-4 years’ Hotel Front Desk experience required.
Advanced working knowledge of OPERA PMS is strictly required.
Strong mathematical aptitude required.
Must be proficient in Microsoft Office, particularly Excel.
Mastery of oral and written English communication skills will be essential.
Outstanding interpersonal skills with a friendly and professional demeanor required.
Proven ability to remain calm, courteous, and solution-oriented under pressure.
Excellent attention to detail and multitasking capabilities in a high-volume environment.
Flexibility to work a variety of shifts including early mornings, late evenings/nights, weekends and public holidays required.

Nice To Haves

A Degree or Diploma in Hospitality will be advantageous.

Responsibilities

Perform efficient check-in and check-out procedures while warmly interacting with guests.
Process various room reservations, including modifications, cancellations, and room assignments.
Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately.
Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat.
Resolve guest complaints effectively and always follow through to ensure thorough guest satisfaction.
Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience.
Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.).
Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features.
Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs.
Support the switchboard team occasionally with managing phone calls and taking accurate messages.
Record, deliver wake-up calls and verify delivery.
Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations.
Maintain a clean, organized, professional front desk and lobby areas at all times.
Adhere to all cash-handling, compliance, and data-privacy policies.
Assist with group arrivals and departures when required.
Perform end-of-shift duties including cash drop, shift reports, and handover notes.
Actively participate in daily briefings and departmental training sessions.
Other duties may be assigned based on business needs.