Hotel Guest Services Agent

Pyramid Global Hospitality•Houston, TX

1d•Onsite

About The Position

Pyramid Global Hospitality is a company that prioritizes its employees, fostering a supportive and inclusive work environment that promotes diversity, growth, development, and wellbeing. The company operates over 230 properties worldwide. This specific role is for an Experienced Guest Services Agent at the Houston Marriott Westchase, one of Houston's largest full-service Marriott hotels, featuring over 604 renovated guest rooms and more than 40,000 square feet of event space. The position is a dual role, functioning as both a Marriott Front Desk Agent and an 'At Your Service' (AYS) Telephone Operator, with shifts scheduled based on business demands. As a Front Desk Agent, the individual will be responsible for warmly greeting and registering guests, providing excellent guest service, and anticipating guest needs to create personalized and memorable experiences. As an AYS Phone Operator, the role involves delivering exceptional customer service by promptly answering phone calls and processing in-room dining orders, addressing guest inquiries with professional telephone etiquette, dispatching work order requests to the appropriate departments, and ensuring a positive guest experience by providing timely and accurate information about hotel services and amenities. This is a Full-Time position, requiring flexibility to work any scheduled shift, including weekdays, weekends, and holidays, with a weekly changing schedule to support front office operations, encompassing varying AM and PM shifts.

Requirements

Must be available to work various shifts, any day, any shift, including weekends and holidays.
Thorough understanding of customer service behaviors and interpersonal skills.
Strong organizational and analytical skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
Ability to communicate effectively in the English language, both verbally and in writing.
Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
Able to communicate with guests and staff alike about their concerns with empathy and professionalism to successfully resolve questions or concerns.
Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
Positions self to raise, lower, and extend arms to perform essential job functions.
Ability to lift and carry up to 15 lbs. regularly.
Knowledge and experience using Microsoft Office Suite Products.
Able to identify and respond quickly to safety concerns and emergency situations.
High school diploma or equivalent required.
Previous experience in the position of front desk agent, guest services or similar service role, is required, preferably with a full-service hotel.

Nice To Haves

Degree in hospitality or related field preferred.
Familiar with property management software, such as PMS or OPERA, is preferred.

Responsibilities

Greet guest immediately with a friendly and sincere welcome, register guest, assign rooms and provide room key, strictly following brand service standards and company policies.
Answer incoming calls using PBX and computer systems promptly, and using correct telephone etiquette, providing information about hotel services and amenities.
Input and retrieve guest and staff communications into the computer systems, updating guest profiles, and following up to ensure guest satisfaction.
Confirm with the guests their booking information, including number of guests and room rate, and membership status in the brand’s rewards program.
Continuously maintain knowledge on room types, available amenities, room availability and rates, and available guest upgrade options.
Ensure all charges, including food, outlet passes, and liquor sales, are posted to guest account; computes bill, collect payment, and make change for requests.
Answer telephone calls using a positive and clear speaking voice; actively listen, confirm requests, and respond with appropriate action or information.
As AYS agent, take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff.
Address guest challenges in a professional manner to resolve problems to their completion; posting to computer and following up with other departments, and guest, to ensure resolution and guest satisfaction.
Maintain high standards of personal appearance and grooming, always.
Perform any other duties as requested by management to support other departments and/or operational requirements.