Front Desk Agent

---

Job description

Overview

We are looking for friendly and motivated hospitality professionals to join our Four Diamond hotel! We offer competitive pay and Front Desk Hosts also qualify for a number of customer service based CASH incentives in addition to the hourly pay. This is an amazing opportunity to join a fantastic team and company with opportunities for advancement!

Benefits include: Paid Time Off, Paid Holidays, Medical/Dental/Vision/STD insurance, company-paid life insurance, quarterly bonus program for ALL associates, company subsidized MARTA passes, FREE parking, FREE uniforms, people-centric CARE culture, and so much more!

Purpose: Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Group and Hyatt's high standards of quality.

Essential Duties:

- Greet guests in a friendly, hospitable manner demonstrating Four Diamond customer service
- Check guests in and out, following hotel protocols and obtaining method of payment per standards
- Provide guests with information regarding the hotel, outlets, amenities, and area
- Respond to guest calls and requests. Employ problem resolution strategies and service recovery in the event of guest complaints.
- Answer phones in a courteous manner and assist guests with any inquiries
- Utilize hotel software and PMS to record guest information in an accurate manner
- Conform with all aspects of Pyramid Hotel Group's guest safety and security protocols, including Key Control and COVID-19 safety
- Maintain accurate and complete knowledge of the hotel's Emergency Procedures and know action steps to take during emergency situations.
- Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
- All other duties as assigned by management

Other:

- Regular attendance in conformance with the standards.
- 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 Group 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.

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
- 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 access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Experience with Opera PMS and/or Colleague Advantage is a plus but not required.

Responsibilities

Education:
High school diploma preferred.

Experience:

Prior Front Office experience at a full-service hotel is preferred. Prior experience with Opera PMS and/or Colleague Advantage is preferred but not required.

Grooming:

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

Other:

Applicants with additional language skills preferred.

PI