Job Description

Job Description

Overview

As a Front Desk Agent, you will be the first point of contact for our guests, ensuring they receive a warm welcome and exceptional service throughout their stay. You will manage guest check-ins and check-outs, address inquiries, and resolve any issues, embodying the high standards of the InterContinental brand.

Every day is different, but you’ll mostly:

• Guest Interaction: Provide a warm, sincere welcome to all guests. Use a positive and clear speaking voice to assist with inquiries and provide accurate information about hotel amenities and local attractions.
• Check-In/Check-Out: Efficiently complete the registration process by inputting and retrieving information from the hotel’s computer system. Promote the hotel’s marketing programs, make appropriate room selections based on guest needs, and issue room keys and welcome folders.
• Payment Processing: Verify and imprint credit cards, handle cash transactions, and balance the house bank. Record vouchers, traveler’s checks, and other forms of payment, and convert foreign currency at current rates.
• Telephone and Messaging: Promptly answer telephones, input messages, and retrieve and communicate messages to guests. Handle guest mail, packages, and facsimiles.
• Guest Account Management: Close guest accounts upon checkout, ensuring guest satisfaction. Address any issues or complaints and negotiate compromises when necessary.
• Problem Resolution: Remain calm and alert, especially during emergencies or high hotel activity. Resolve complications such as location changes or credit issues and take ownership of guest challenges to ensure satisfaction.
• Provide backup to the In - room dining team to take food orders as placed by guests (as needed).
• Other duties as assigned by leadership team.

Other Responsibilities:

• Maintain regular attendance in compliance with Pyramid Hotel Group standards.
• Adhere to all hotel policies and regulations to ensure the safe and efficient operation of the hotel.
• Perform supportive functions as required, such as assisting with bell-staff duties, providing safety deposit boxes, photocopying, filing registration cards, In-room dining, and assisting PBX operators or reservation agents.
• Must be available for various shifts including weekends.

• Skills: Basic mathematical skills, proficiency in using a calculator, and the ability to perform moderately complex arithmetic functions accurately. Effective communication skills in English, both verbal and written. Strong interpersonal skills to handle customer interactions with patience and diplomacy.
• Physical Requirements: Ability to stand and move continuously throughout the front office. Visual and hearing ability to detect signs of emergency situations.
• Experience: Prior experience with Opera is a plus but not required. Prior experience working in a luxury hotel setting preferred but not required.
• Education: High school diploma preferred.
• Valid Food Handler’s Card (or obtain within 30 days of employment)

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 considers 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.

To care for you and your family, we also offer a comprehensive benefits program.

Your financial well-being:

• Competitive Salary
• Competitive Matching 401K
• Basic Life and Accidental Dismemberment Insurance
• Basic Long-Term Disability Insurance
• Life Insurance buy-ups

Your/your family’s health care:

• Medical (we offer four plans through United Healthcare), dental, and vision insurance – available to you on the first of the month after your start date
• Health Savings Account
• Healthcare Flexible Saving Account
• Supplemental Medical Insurance including Accident Insurance, Critical Illness, and Hospitality Indemnity
• Supplemental Short-Term Disability Insurance
• Employee Assistance Program
• Pet Insurance

Your time off:

• Hotel Discount Program (you will have access to Pyramid’s as well as IHG’s hotel networks)
• Paid Time Off
• Paid Holidays

Your day-to-day:

• Commuter benefits
• Delicious free shift meal at our employee cafeteria
• Stellar back-of-house facilities
• Support, training, and mentorship from management
• Employee Recognition Programs
• Career growth opportunities

Working with Pyramid Global hospitality is working for an employer that cares about your well-being where we put our people first. Come join us and experience career growth! We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you’ll become part of our hotel family.

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