Front Desk Agent - Woburn, United States - Pyramid Global Hospitality

Pyramid Global Hospitality Woburn, United States

2 hours ago

Full time

Description

Overview

Residence Inn Boston Woburn is an People First atmosphere that is looking for enthusiastic people to join our front desk hospitality team.

Our goal is to create an experience for our guests that speaks to extraordinary customer service.

If you enjoy meeting new people and have a talent for making people smile, we want to meet you Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.

The Front Desk Agent will:
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 Complete the arrival process by gathering any missing information including reason for travel and Marriott Bonvoy number, among other things.

Promote Hotel's marketing programs. Make 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 payment. Handle cash, make change and balance an assigned house bank. 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 positive and clear English communication. Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, 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 situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion. Operate a copy/fax/email machine Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents. Requires continual standing and movement throughout front office area.

Other:
Regular attendance in conformance with the standards is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Basic mathematical skills and considerable skill 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.

Qualifications Education:
High school diploma or equivelent

Experience:
No prior experience required. Prior hospitality experience preferred.

Licenses or certificates:
No special licenses required. Individuals are required to meet the minimum bonding standards.

Grooming:
All employees must maintain a neat, clean and well groomed appearance (specific standards available).

Other:
Applicants with additional language skills preferred.

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