Front Desk Agent

BENCHMARK; Roanoke (WV); On-site; USD 28,000 - 34,000; Full time

Job summary

Pyramid Global Hospitality seeks a Front Desk Agent at Stonewall Resort to warmly welcome guests, assist with check-in/check-out, and provide hotel information. You will act as a knowledgeable resource on resort amenities and local attractions, helping ensure memorable guest experiences.

The role requires strong communication, a friendly demeanor, and the ability to handle a varied schedule (7am–11:30pm, 7 days a week). Opportunities exist to grow within the property and brand.

Qualifications

• Previous customer service experience preferred.
• Excellent written and verbal communication skills.
• Typing and basic computer skills required.
• Supervisory background is a plus.
• Strong organizational and information gathering abilities.
• Outgoing personality and professional demeanor.
• Drive to work, succeed, and grow in hospitality.

Responsibilities

• Greet guests at the front desk and assist with check-in and check-out using the computer.
• Answer guest inquiries in a friendly and helpful manner; direct guests to locations.
• Provide courteous telephone manners to guests and co-workers.
• Maintain knowledge of hotel functions and local area information for guests.
• Record messages and wake-up calls on guest accounts as needed.
• Handle reservations calls and check future availability during off-hours.
• Correct discrepancies on guest accounts and resolve issues with supervision as needed.
• Arrange luggage, valet, and shuttle assistance when front desk staff are unavailable.

Skills

Customer service

Communication

Typing

Supervisory

Organization

Outgoing personality

Motivation

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you’ll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

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.

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.

Provide customer service to guests with check in and check out while being knowledgeable of resort operations to be as informative as possible with our guests about our amenities and services offered.

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:

- 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.