Guest Service Agent

Pyramid Global Hospitality•Saint Michaels, MD

8d•Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. About our property: We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin. A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Condé Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn. If you are ready to set sail into a new adventure, apply today and enjoy the many benefits and great opportunities for growth at Inn at Perry Cabin! For more information about the Inn at Perry Cabin, please visit our website at innatperrycabin.com At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off. Plus, all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally.

Requirements

High school diploma or GED preferred.
Ability to communicate in English with hotel guests and employees to their understanding.
Ability to handle incoming calls efficiently and courteously.
Ability to speak clearly and understandably.
Ability to record accurate and readable messages.
Ability to provide friendly, efficient and courteous service to guests.
Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
Ability to work under pressure, be organized, self-motivated and work well with others.
Basic knowledge of St. Michaels and surrounding areas.
Understanding of the luxury hotel environment.

Nice To Haves

Additional foreign language skills a plus.

Responsibilities

Answer internal and external telephone calls hotel within three rings; direct incoming calls to appropriate extensions.
Receive and record messages for guests.
Record and make wake up calls.
Initiate the prompt response system (logging information regarding problems/situations that require prompt attention and relaying to appropriate personnel).
Receive and send facsimiles.
Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.
Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner.
Acknowledge guests by name if possible; provide information to guests.
Exercise independent judgment regarding whether to disturb a guest and how to direct incoming calls.
Reach out to guest prior to arrival to assist with pre-arrival arrangements including booking reservations for golf, spa, waterfront, activities as well as in-room amenities.
This assistance continues for in-house guest who need additional assist with outlet arrangements.
Assist with some general post-stay billing questions.
Practice refined hospitality at all times. Forbes Five-Star standards are foundational standards for Inn at Perry Cabin.
Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
Send pre-arrival emails daily; respond to pre-arrival inquiries & responses to sent emails.
Be an ambassador of the hotel and the company at all times, in and outside of the work place.
Support Leading Quality Assurance; strive to continuously improve.
Ensure by example that the Inn at Perry Cabin philosophy is known.
Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
Be knowledgeable of, implement, communicate, and comply with policies of Inn at Perry cabin, its Hotel Human Resources Department, and Inn at Perry Cabin.
Maintain confidentiality and security of all guest and general hotel information.
Assist in other areas as needed.