Guest Service Agent

Pyramid Global Hospitality•Boston, MA

8d•$25 - $27•Onsite

About The Position

Pyramid Global Hospitality is seeking Guest Service Agents for the Wyndham Boston Beacon Hill, a 304-room hotel undergoing a transformation into a lifestyle brand by 2027. This role is crucial as the first impression for guests, shaping their experience from arrival to departure. The front desk is being redefined as a social center, moving away from transactional check-ins to personalized interactions. Agents will be instrumental in setting new service standards during this transformation, working with a focus on genuine human connection, luxury service, and lifestyle hospitality. The position involves handling all guest interactions, from check-in and check-out to resolving issues and providing recommendations, all while representing the evolving lifestyle brand.

Requirements

1 to 2 years of front desk, guest services, or customer-facing experience in a hotel, resort, or high-end hospitality environment.
Genuine warmth with guests and the ability to hold it through a difficult interaction.
Strong verbal and written communication skills across a wide range of guests and team members.
Proficiency with hotel property management systems, computerized cash register systems, and standard front office technology.
Working knowledge of cash handling procedures, including credit and debit processing, foreign currency, and maintaining a balanced bank.
The ability to stay composed and accurate during high-volume check-in and check-out periods.
A team player who backs up colleagues and communicates clearly across departments.
Strong attention to detail in guest information, billing, reservations, and daily reports.
High school diploma or equivalent.
Flexibility to work varied schedules including days, evenings, overnights, weekends, and holidays.

Nice To Haves

Experience in a luxury, lifestyle, boutique, or design-forward hotel where guest experience is the primary competitive differentiator.
Familiarity with elevated service standards consistent with Forbes-rated or AAA Diamond properties.
Experience working through a brand transformation, renovation, repositioning, or pre-opening, where adaptability and helping build new standards mattered.
Knowledge of the Greater Boston area, including dining, nightlife, cultural attractions, and the places guests will not find on their own.
Bilingual or multilingual proficiency is a plus.
A real interest in design, culture, food, and the craft of making people feel welcome.

Responsibilities

Greet and register arriving guests, confirm reservations, verify information, assign rooms, code keys, and deliver a welcome that sets the tone for the stay.
Process check-outs accurately, handling payments, credit and debit transactions, gift certificates, and foreign currency with speed and composure.
Anticipate needs before they are stated. Use guest names naturally. Note preferences and special occasions and act on them.
Know the hotel cold, including room categories, rates, packages, promotions, amenities, and the neighborhood.
Own guest issues until they are resolved. Research the problem, offer real solutions, and follow through.
Handle complaints with composure and judgment, resolving them in a way that leaves the guest feeling heard.
Coordinate with Housekeeping on room readiness, communicate parking procedures, and dispatch bell or valet staff for smooth arrivals and departures.
Run daily arrival, departure, and special request reports. Flag every VIP, repeat guest, and special occasion before they walk in.
Give guests clear, consistent answers about renovation work, closures, and what is changing at the property.
Maintain a balanced bank. Process room charges, cash, checks, debit, and credit in line with hotel credit and cash handling policy.
Count your bank at the start and end of every shift, reconcile transactions, and complete cashier and closing reports in the property management system.
Upsell rooms, upgrades, services, and packages where they genuinely improve the guest's stay.
Take reservations, modifications, and cancellations accurately.
Operate PBX equipment and handle incoming calls with the same care as an in-person interaction. Schedule wake-up calls and relay messages accurately.
Work across Housekeeping, Engineering, Security, Bell Staff, Food & Beverage, and management so guest information moves without gaps.
Represent the lifestyle brand in every interaction. You are the most visible ambassador the property has.
Follow all safety, security, fire, and health policies. Report incidents, accidents, and unsafe conditions immediately.
Maintain presentation and grooming standards consistent with the service environment our guests expect.