Guest Experience Front Desk Agent

Pyramid Global Hospitality; Walkersville (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Front Desk Agent for Stonewall Resort to greet guests, check in/out, and provide knowledgeable information about the hotel and local area.

You will handle reservations, answer questions, assist with guest requests, and maintain professional standards while working a varied schedule. This role emphasizes exceptional service, teamwork, and accuracy in daily banking tasks, with safety procedures and guest satisfaction as top priorities.

Qualifications

• 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

Responsibilities

• Greet guest at the front desk and assist with check in and check out using the computer.
• Answer guest inquiries in a friendly and helpful manner, directs guests to the appropriate locations.
• Provide friendly and courteous telephone manners to guests and co‑workers.
• Maintain knowledge about functions going on inside the hotel and information that may need to be passed along to guests.
• Enter messages and wake‑up calls onto guest accounts that were not directed to the operator.
• Accurately answer reservation calls and look at future availability during reservations off‑hours.
• Adjust errors and correct discrepancies on guest accounts.
• Take actions to handle a complaint or concern of a guest. Involve Supervisor or Manager when appropriate.
• The flexibility to work a varied schedule due to business levels and industry demand (7 days a week/365 days a year including holidays).
• Follow safety procedures to ensure a safe working environment.
• 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.
• Assesses and offers creative suggestions and recommendations to all guest requests.
• Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and bank drops.
• Maintaining all standards as outlined in employee handbook, uniform and grooming standards.
• Know property layout and directs guests by utilizing daily event sheets, meeting plans and CEOs, or other documents of reference materials.
• 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.
• Obtain comment cards for 30% of the daily departures.
• Arranges luggage, valet, & shuttle assistance in Guest Service Agents’ absence.

Skills

Customer service

Communication skills

Typing

Computer skills

Organizational skills

Professional demeanour

Drive to succeed

Job description

Pyramid Global Hospitality is seeking a Front Desk Agent for Stonewall Resort to greet guests, check in/out, and provide knowledgeable information about the hotel and local area.

You will handle reservations, answer questions, assist with guest requests, and maintain professional standards while working a varied schedule. This role emphasizes exceptional service, teamwork, and accuracy in daily banking tasks, with safety procedures and guest satisfaction as top priorities.