Guest Services Agent - SENTINEL

At Pyramid Global Hospitality, 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!

#PGH-BMC

Pyramid Global Hospitality (“Pyramid”) is a leading hotel management company, operating in the US, Caribbean, and Western Europe. With portfolio revenues exceeding $3 billion, Pyramid manages 220 hotels, resorts, and conference centers, both branded and independent. The firm maintains offices in Boston (Headquarters), Cincinnati, Houston, and London. What really sets us apart from its competitors is our reputation as an employer. Professional growth is not just possible throughout the company but planned and encouraged. The Leadership Team at Pyramid consider team member development its priority, understanding that success is only achieved in a workplace where every contributor is respected and recognized. This is why we deliver superior results. In addition to competitive salary and bonus packages we also offer a comprehensive benefits program.
• Medical, dental and vision insurance
• Supplemental Medical insurance 
• Basic Life and accidental dismemberment
• Life insurance buy ups
• Employee assistance programs
• Competitive matching 401 k
• Pet insurance
• Hotel discounts program
• Paid time off

Come be a part of something bigger! 

Pyramid Global Hospitality is a strong believer in offering our employees Work-Life Effectivenessthrough, practices, policies, and programs to help our employees achieve success at both work and home.  Here are just some of the great benefits we offer: 

• Full Time employees have access to Medical and Dental insurance to fit your needs 
• Mosaic Learning Center (You can grow both personally and professionally through on-line webinars and self-study courses)  

• 401K match (Let us help you build your financial future) 
• Companywide Hotel Room Discounts (Who doesn’t love to get away?) 
• Paid Time Off 
• Employee Assistance Program (We are here to support you and your loved ones) 
• Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few 
• Many more! 

We are looking for a highly motivated individuals to join our Guest Services team. The ideal candidate uses their engaging personality to create a memorable first impression for our guests. While checking in, registering guests, the Guest Services Agent is a source of knowledge for the guest for everything about the hotel, its amenities, and the local area. 

If you enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

• Provide exceptional customer service by being engaging and taking sincere interest.
• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Help to resolve problems and “WOW” guests through recovery when things aren’t quite right.
• Promote and sell special hotel programs.
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information.
• Be knowledgeable of all emergency procedures and policies.
• Maintain house bank.
• Communicate all pertinent information to manager on duty.
• Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
• Assist other departments as needed.

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

•  Ability to handle sensitive, confidential information discreetly and professionally  
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger 
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once 
• Ability to work independently with limited support and minimum supervision 
• Excellent verbal and written communication skills 
• Strong detail orientation; ability to set priorities, multi-task and meet deadlines  
• Strong organizational, problem-solving, and administrative skills  
• Ability to quickly learn and accurately administer complex processes  
• Strong ability to track actions and follow through on processes  
• Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment  
• Commitment to excellence and continuous improvement  
• Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm 
• Strong computer skills 
• Excellent time management and organizational skills 

EDUCATION and/or EXPERIENCE:  High School diploma or equivalent required and a minimum of one year guest service experience and/or training; or equivalent combination of education and experience. 

• Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred. 
• Multilingual skills are a plus. 

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.