Guest Services Agent

Pyramid Global Hospitality; Town of Ossining (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

Pyramid Global Hospitality is seeking a friendly front desk associate for Windrose on Hudson. You will greet guests, check them in/out, and provide courteous service while using a computer system to register guests and manage accounts.

Strong customer service skills and basic math with a calculator are essential. The role requires weekend/holiday availability and offers the opportunity to grow within a diverse hospitality portfolio.

Qualifications

• High School diploma or GED required.
• Customer service experience or hospitality background preferred.
• Basic math skills and calculator use for guest charges.
• Ability to handle internal/external customers with tact and diplomacy.
• Ability to stand and move around front office, perform essential functions.
• English reading, listening, and written communication skills.

Responsibilities

• Greet and register guests; input and retrieve information; assign rooms.
• Verify credit cards and post charges; manage guest account details.
• Answer phones promptly and relay messages to guests and staff.
• Close accounts at checkout; resolve guest concerns and negotiate solutions.
• Field guest complaints; research issues and provide effective resolutions.
• Maintain calm under busy conditions and assist with emergency situations.
• Communicate with team via email; perform other duties as assigned.
• Possess weekend and holiday availability as required.

Skills

Customer service

Hospitality

Guest registration

Education

High School diploma or GED

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

Windrose on Hudson - a Riverside Conference Experience off the banks of the Hudson River nestled within the Croton Bay area boasting proximity to New York City and surrounding metro areas. An historic and idyllic location that rejuvenates with a sense of belonging to create meaningful connections with friends & colleagues. A soulful place that celebrates the natural Hudson Valley beauty where guests gather on milestones of education, training and professional achievement for a toast while engaging in the wellness of the pristine outdoors.

• 248 well appointed guestrooms
• Over 70K square feet of state of the art meeting & event space
• Three food & beverage outlets
• 62+ acres of trails, expansive fitness center, basketball, team-building, volleyball and your imagination

What You Will Have An Opportunity To Do

Greet and register guests, provide prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups'high standardsof quality. Act as an ambassador of the facility by providing special assistance and information and offering a wide selection of alternatives for guest satisfaction.

Essential Functions

• 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 hours of operation, meeting rooms, transportation, etc. according to individual needs.
• Complete the registration process by inputting and retrieving information, confirming pertinent information including number of guests and room rate. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. 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 a positive and clear voice. When applicable record message and communicate the content to the guest. Retrieve mail, small packages 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.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance to resolve problems such as 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 and/or heavy activity, and resolve complications such as location changes or credit issues.
• Utilize email to communicate with co-workers, Manager/Supervisor, etc.
• Perform other duties and functions as assigned.
• Must be available to work weekends and holidays as needed.

What are we looking for?

• High School diploma or GED.
• Customer Service experience or prior hospitality experience preferred.
• Basic mathematical skills and considerable skills 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.

Compensation

$20.00

$20.00

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.