Front Desk Agent

Pyramid Global Hospitality; Roanoke (AL); On-site; USD 28,000 - 34,000; Full time

Job summary

Stonewall Resort is seeking a friendly Front Desk Agent to greet guests, check them in/out, and provide local information with a welcoming, high-service mindset.

You will answer inquiries, manage wake-up calls, assist with reservations, and coordinate with colleagues to resolve guest concerns. The role requires strong communication, reliability, and a professional demeanor in a busy hospitality environment.

Qualifications

• Previous customer service experience preferred.
• Strong written and verbal communication skills with attention to detail.
• Typing and computer skills required.
• Supervisory background is helpful.
• Strong organizational and information gathering abilities.
• Outgoing personality and professional demeanor.
• Driven to work hard and succeed.

Responsibilities

• Greet guests at the front desk and assist with check-in/check-out using the computer.
• Answer guest inquiries in a friendly and helpful manner and direct guests to appropriate locations.
• Provide friendly telephone manners to guests and co-workers.
• Maintain knowledge about hotel functions and local information to pass to guests.
• Enter messages and wake-up calls on guest accounts.
• Accurately answer reservations calls and review future availability during off-hours.
• Handle guest complaints and escalate to supervisor when needed.
• Flexibility to work a varied schedule (7am–11:30pm) with potential peak-season hours.

Skills

Customer service

Communication

Typing

Supervisory experience

Organizational skills

Outgoing personality

Drive to succeed

Job description

About our property:

Moments away from the rest of the world, but a world away from it all, Stonewall Resort is a truly unique lakeside destination for vacations, meetings, weddings, reunions, and romantic getaways. Our rustic yet elegant Adirondack-style lodge and spectacular cottage collection is perched alongside quiet lake waters and the Arnold Palmer Signature Golf Course, while surrounded by 1,900 picture-perfect, “Close to Nature” park acres.

What you will have an opportunity to do:

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

We are looking for individuals who enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people. This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

ESSENTIAL FUNCTIONS OF THE POSITION

• 1. Greet guest at the front desk and assist with check in and check out using the computer.
• 2. Answer guest inquiries in a friendly and helpful manner, directs guests to the appropriate locations.
• 3. Provide friendly and courteous telephone manners to guests and co-workers.
• 4. Maintain knowledge about functions going on inside the hotel and information that may need to be passed along to guests.
• 5. Enter messages and wake-up calls onto guest accounts that were not directed to the operator.
• 6. Accurately answer reservation calls and look at future availability during reservations off-hours.
• 7. Adjust errors and correct discrepancies on guest accounts.
• 8. Take actions to handle a complaint or concern of a guest. Involve Supervisor or Manager when appropriate.
• 9. The flexibility to work a varied schedule due to business levels and industry demand (7 days a week/365 days a year including holidays). We staff our area from 7am-11:30pm daily. Please note that earlier and later hours may be required during peak seasons.
• 10. Follow safety procedures to ensure a safe working environment.
• 11. Carry out the policies and procedures of Stonewall Resort and Benchmark Hospitality International while maintaining the highest degree of professionalism and teamwork atmosphere as per standards of service.
• 12. Assesses and offers creative suggestions and recommendations to all guest requests.
• 13. Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and bank drops.
• 14. Maintaining all standards as outlined in employee handbook, uniform and grooming standards.
• 15. Know property layout and directs guests by utilizing daily event sheets, meeting plans and CEOs, or other documents of reference materials.
• 16. Review and understand daily event sheets, meeting plans, and CEOs in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns.
• 17. Obtain comment cards for 30% of the daily departures.
• 18. Arranges luggage, valet, & shuttle assistance in Guest Service Agents’ absence.
• LAST STATEMENT: Provide assistance in other job classification as determined necessary by immediate superior.

What are we looking for?

EDUCATION, EXPERIENCE AND SKILLS REQUIRED

• Previous customer service experience preferred.
• Good written and verbal communication skills, customer service skills, and attention to detail.
• Typing and computer skills necessary.
• Supervisory background helpful.
• Strong organizational and information gathering skills and techniques.
• Outgoing personality & professional demeanor.
• Drive and need to work and succeed

Compensation

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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.