Hotel Front Desk Agent
: Job Details :

About Us:

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!

Location Description:

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you!

Overview:

Houston Marriott Westchase Hotel is looking for Experienced Front Desk Agents.

About Us: At Pyramid Global Hospitality, we believe in the power of our team members. We value, support, and recognize the unique contributions of each individual. By fostering a culture of growth and belonging, we are committed to our team members to excel.

Position Summary: As a Front Desk Agent you are responsible for delivering excellent service to elevate every aspect of the hotel guest stay from pre-arrival to post-departure, anticipating guest needs to create a personized and memorable guest experience following established company best practices and brand standards.

The successful candidate demonstrates strong communication skills, understands how to anticipate guest needs to ensure guest genuinely feel cared for, is committed to providing every guest a wonderful and memorable experience and able to successfully adapt to a busy work environment with a sense of urgency when needed to meet business demands.

Scheduling: This is a Full-Time position that requires open availability, including weekends and holidays, based on business needs. The schedule will change weekly, with both AM and PM shifts, to support operational requirements.

Specifically, this role will be responsible for hotel front desk functions including:

• Greet, register guests, and assign rooms following established best practices for check-in process.
• Follow company and brand standards guest service policies and procedures
• Continuously stay up to date, in real-time, on room availability and guest upgrade options.
• Make and confirm guest reservations.
• Ensure all charges such as room, food, outlet passes, and liquor sales are posted to guest account; computes bill, collect payment, and makes change for requests.
• Issue room keys, strictly adhering to room key procedures.
• Maintain knowledge of various room types, amenities, and room rates.
• Assist AYS operators answering telephone calls when needed.
• Address guest complaints in a professional manner to resolve problems to their completion; following up with other departments if needed to ensure resolution and post to GXP.
• Completes all company and brand required training by advised deadlines.

This list is not all inclusive, additional job functions will be shared during the application process.

Opportunity for Growth: This is a great position to advance a career in hospitality and career growth within our organization, leading to possible leadership opportunities.

Our Culture: Empowered to Make a Difference: At Pyramid Global, we value, support, and recognize the unique contributions of each team member. Our culture fosters growth and collaboration, encouraging excellence and exploration in every role. We focus on delivering personalized, memorable experiences for our associates, guests, and communities.

Our Values: People First, Integrity, Excellence

• People First: A talented, diverse, and passionate team working together with respect.
• Integrity: Honesty and accountability to ourselves and colleagues.
• Excellence: Surpassing expectations through dedication and innovation.

Qualifications:

• Thorough understanding of customer service activities and best practices.
• Strong communication skills, both written and verbal, in the English language.
• Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
• Ability to accurately input guest information using a computer and a variety of software applications.
• Ability to remain in a stationary place for duration of 8-hr shift.
• Moves throughout front desk check-in/out counter, front desk, and front office areas to check guest in/out, run credit cards, issue room keys, retrieve guest room items/towels, provide amenities, and print guest statements in a timely manner.
• Positions self to raise, lower, and extend arms to perform essential job functions.
• Has ability to understand complex issues and learn quickly.
• Able to identify and respond to safety concerns and emergency situations.
• Demonstrates a professional appearance.

SUPPORTIVE FUNCTIONS: The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift as business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.

Experience

Prior front desk agent, guest services, night audit, customer service, or reservationist experience is required, preferably with a full-service hotel.

Licenses or Certificates

None required.

Grooming/Uniforms

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Excellent Benefits!

Pyramid Global Hospitality is recognized across the industry for our culture. Pyramid empowers its team members at every level of the organization to Be The Difference and is recognized in the industry as a people-first organization both in spirit and in benefits, which includes but not limited to:

• Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
• Mental wellbeing support for you and your loved ones
• 401k after 90 days, with a company match to 6%
• Performance-based incentives and bonuses
• Generous paid time off
• Professional guidance and support
• Competitive health, dental, and vision insurance plans
• Pet insurance for your furry companions
• Skill-enhancing job training
• Company-paid and Optional Life and Accidental Insurance
• Supplemental Accident, Critical Illness and Hospitalization Plans
• Employee Assistance Program (EAP)
• Health Flexible Spending Account (FSA)

If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the Front Desk Agent position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.