Front Desk Agent

Pyramid Global Hospitality; Birmingham (AL); On-site; USD 30,000 - 40,000; Full time

Job summary

Pyramid Global Hospitality in Birmingham, Alabama, is seeking a dedicated customer service associate to greet and register guests, ensuring quality service and satisfaction. Ideal candidates will have experience in high guest interaction roles and should possess strong mathematical, communication, and problem-solving skills.

This position requires standing for long periods and working various shifts, including weekends and holidays. Join us in a fast-paced environment that values diversity and inclusion.

Qualifications

• At least one year in a customer service role with high guest interaction.
• Valid driver's license with no major infractions.
• Hospitality industry experience is a plus.
• Ability to work in a fast-paced setting.
• Must be available to work various shifts including weekends and holidays.

Responsibilities

• Greet and register guests, providing prompt service.
• Handle cash and balance house bank.
• Answer telephone inquiries.
• Resolve guest complaints effectively.
• Maintain attendance standards.

Skills

Mathematical skills

Customer service skills

Problem-solving

Communication skills

Teamwork

Ability to stand for long periods

Tools

Galaxy systems

Job description

Responsibilities

• Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travellers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Take ownership of guests challenges and follow through to ensure guest satisfaction.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
• Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities.
• Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Job Knowledge, Skills, and Abilities

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Experience with Galaxy systems is a plus but not required.

Qualifications

• At least one year in a customer service role with high guest interaction.
• A valid driver's license with no major infractions for 6 months.
• Hospitality industry experience is a plus.
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people.
• An outgoing and engaging personality.
• Excellent verbal communication skills.
• Ability to work in a fast‑paced setting.
• Ability to stand for the duration of the shift.
• Must be available to work various shifts including weekends and holidays.

Compensation

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.

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