Reservations/Call Center Agent

Pyramid Global Hospitality•Charlotte Harbor, FL

3d•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. Check out this video for more information on our great company! About our property: Sunseeker Resort Florida Gulf Coast, by Curio is a stunning waterfront destination located in Southwest Florida, offering the perfect blend of luxury and leisure. With 785 guest rooms and more than 60,000 square feet of event and meeting space, the resort is designed to accommodate both upscale leisure getaways and dynamic business gatherings. Guests can indulge in an impressive collection of 18 food and beverage outlets, from fine dining to casual coastal fare, showcasing flavors from around the world. The resort also features a luxurious pool scene, including the largest rooftop pool in Florida, providing sweeping views of Charlotte Harbor and an elevated, resort-style experience. Sunseeker is where elevated hospitality meets sun-soaked relaxation. What you will have an opportunity to do: The primary responsibility of the Reservations/Call Center Agent is to provide excellent customer service and create a safe and friendly environment for team members and guests.

Requirements

Required: High School Diploma, GED, or equivalent.
Minimum 1 year of experience working in guest service in a hotel, resort, or similar setting.
Previous experience with resort booking systems, phone operating switchboards, and billing processing required.
Ability to work varied shifts, including weekends and holidays
Working knowledge of Microsoft Office
Excellent customer service skills
Ability to function well under pressure, manage multiple priorities, and meet established deadlines
Must possess mature personal discretion and sound judgment
Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
Excellent organizational, analytical and project management skills, with particular attention to quality and detail
Interpersonal skills to deal effectively with all business contacts
Professional appearance and demeanor

Nice To Haves

Experience with Forbes Star, AAA, and Four Diamond standard a plus.
Bilingual (Preferred)

Responsibilities

Welcome, greet, interact, and assist guests in a professional manner.
Provide excellent service within the property’s service standards and brand attributes.
Exhibit a professional demeanor and willingness to assist all guests whenever possible.
Answer property questions; provide accurate information regarding rooms, restaurants, promotions, and directions.
Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities.
Respond to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
Serves as a concierge and responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals, etc. according to individual needs.
Meet the demands of a fast-paced environment by using good judgment and the ability to multitask.
Ensure the privacy and confidentiality of guests and limit requests for information pertaining to guests in accordance with hotel policies.
Complete all duties in accordance with property standards and adhere to all company policies and legal requirements regarding safety, health, and welfare of guests, team members, and the property.
Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up.
Promote and sell all products and services available at Sunseeker Resorts.
Proactively provide quotes for room rates and up-sell to the guest.
Control and issue keys to rooms and assist in coordination of the Front Desk and all supportive departments.
Verify correct charges and credits are posted to the corresponding guest folio.
Collect all required guest profile information during check-in process.
Collect payment for charges on the guest folio.
Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
Resolve guest complaints within scope of authority, otherwise referring matters to Front Desk management.
Understand all areas of the Resort and be able to confidently guide guests to their appropriate destinations.
Successfully book, modify, and cancel room reservations, restaurant reservations, golf reservations and activity itineraries for any given time, knowing what types of accommodation, rates and special packages are available.
Stay informed and up to date on property information and recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel to our guests.
Inputs text messages for in-house guests, and future guests, of Sunseeker Resorts.
Courteously answers incoming telephone calls, connecting callers to appropriate departments, hotel guests, or hotel personnel.
Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes daily.
Ensures proper follow through if the involvement of other departments is needed.
Perform other duties as assigned