Pyramid Hotel Group

  • Guest Service Agent

    Hotel/Resort Name Embassy Suites Boston Marlborough
    Posted Date 7 months ago(5/22/2019 9:54 PM)
    Location : Company Name
    Pyramid Hotel Group
    Location
    US-MA-Marlborough
    Department
    Front Office
    Position Type
    Regular Full-Time
    # of Openings
    1
    Requisition ID
    2019-5845
  • About Us

    Centrally located between Boston and Worcester, our 229 room all-suite hotel with over 3,500 square feet of meeting space and 2 outlets is less than 45 minutes from Logan Airport (BOS) and just off I-495. The hotel’s convenient location is north of the Massachusetts Turnpike (I-90) that links to Maine, Rhode Island and New Hampshire. Find out today what a career at the Embassy Suites Boston Marlborough with Pyramid Hotel Group can mean for you!

    Description

     

    We are offering a signing bonus ! $50.00 after the first 30 days, an additional $50.00 after completion of 60 days and an additional $150.00 after completion of 120 days

     

    We are looking for talented and professional customer service oriented people to staff the Front Desk of our NEW and beautiful Embassy Suites in Marlborough. We are finishing a multi million dollar "Best in Class" renovation and we are so excited! As a Front Desk Associate you will be showcasing the beautiful Embassy Suites Hotel as well as your own well developed customer service skills as you do the following;

    • 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 outlet hours and local attractions.
    • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. 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. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
    • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travellers checks, and other forms of payment. Convert foreign currency at current posted rates. 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. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles 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.
    • 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.

    Other:

    Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

    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.

    Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

    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.

    • Summon assistance to escort guests to their rooms as appropriate.
    • Provide safety deposit boxes for guest by pulling the box from the vault and carrying it to the customer. File access slips in room order.
    • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
    • Use the photocopier to make copies of items as required.
    • Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Requirements

     

    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 situation

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed