Guest Service Agent

Pyramid Global Hospitality•Newport Beach, CA

32d

About The Position

As a Guest Service Agent, you are the first point of contact and the lasting impression of our hotel. You’ll welcome guests with genuine hospitality, assist with check-in/check-out, resolve challenges with professionalism, and ensure every stay feels effortless.

Requirements

A warm, engaging personality with a passion for hospitality.
Strong communication and problem-solving skills.
Ability to thrive in a fast-paced environment.
Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities.
Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
Ability to stand/walk for extended periods (up to 8 hours).
Frequent bending, stooping, and stretching.
Lift/push/pull up to 50 lbs. regularly.
Ability to move easily and use hands to perform jobs tasks.

Nice To Haves

Previous hotel/front desk experience a plus, but not required, we provide training!

Responsibilities

Welcome guests warmly, providing attentive and personalized service.
Complete check-in/check-out efficiently, ensuring accuracy with reservations, payments, and room assignments.
Verify credit cards/IDs, process payments, balance assigned house bank, and post charges to guest accounts.
Share hotel amenities, promotions, and local recommendations to enhance the guest experience.
Answer calls and messages promptly, offering clear, friendly communication.
Handle guest concerns with empathy and ownership, turning challenges into positive outcomes.
Stay calm and professional during peak times or emergencies.
Collaborate with other departments to ensure seamless service delivery.
Coordinate with bell staff for guest assistance.
Manage guest mail, faxes, and small packages.
Perform administrative tasks such as filing, copying, or assisting reservations/PBX as needed.
Other duties as assigned by the leadership team.