Guest Experience Lead — Front Desk

BENCHMARK; Roanoke (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

Pyramid Global Hospitality's Stonewall Resort is seeking a motivated Front Desk Agent to deliver exceptional guest experiences from check-in to check-out. You will serve as the first point of contact, providing information about hotel amenities and local area, while ensuring accuracy in guest accounts and timely responses to inquiries.

The role demands strong communication, a friendly demeanor, and the ability to handle diverse guest requests.

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, direct 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.
• 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.
• LAST STATEMENT: Provide assistance in other job classification as determined necessary by immediate superior.

Skills

Customer service

Written & verbal communication

Typing & computer skills

Supervisory background

Organizational skills

Outgoing personality

Professional demeanor

Drive to succeed

Job description

Pyramid Global Hospitality's Stonewall Resort is seeking a motivated Front Desk Agent to deliver exceptional guest experiences from check-in to check-out. You will serve as the first point of contact, providing information about hotel amenities and local area, while ensuring accuracy in guest accounts and timely responses to inquiries.

The role demands strong communication, a friendly demeanor, and the ability to handle diverse guest requests.