Hotel Front Desk/AYS Agent

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:

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. As a premier business-friendly and event-focused property, we offer over 604 guest rooms, with more than 43,000 square feet of event space, as well as the Republic Grill Restaurant, the Republic Lounge for evening cocktails, and an on-site Starbucks for a quick grab-and-go coffee located inside our Gift Shop. We are conveniently located in the Westchase District, just 3 miles south of Memorial City Mall, off of Beltway 8 and Westheimer. Our prime location and our friendly and positive atmosphere make us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Global Hospitality can mean for you!

What you will have an opportunity to do:

We are looking for an Experienced Guest Services Agent to join our team! This is a dual role as a Marriott Front Desk Agent and a 'AYS' Telephone Agent.

As a Front Desk Agent, you are responsible for greeting and registering guests in a warm and welcoming manner, delivering excellent guest service, and resolving guest needs to create a personalized and memorable experience.

As a “At Your Service” Telephone Operator, you are responsible for promptly answering guests' questions over the phone and taking in-room dining orders. This role involves using professional telephone etiquette, processing work order requests to the appropriate department, and delivering timely and accurate information about hotel services and amenities.

This is a Full-Time position requiring the flexibility to work any day, AM or PM shift, including weekdays, weekends, and holidays. Schedule will change weekly with a combination of AM and PM shifts (no overnight).

Specifically, this role will be responsible for hotel front office guest services functions including, but not limited to:

• Provide exceptional customer service by being engaging and taking sincere interest in the guest following Marriott brand guest service standards.
• Greet guests with a friendly and sincere welcome, register guests, assign rooms and provide room keys, strictly following brand service standards and company policies (Front Desk Agent).
• Answer incoming calls promptly, using correct telephone etiquette, providing information about hotel services and amenities.
• Take in-room dining orders, ensuring accuracy and clarity in communication to the kitchen staff (AYS Agent).
• Address guest challenges in a professional manner to resolve problems to their completion; posting to computer and following up with other departments and guests to ensure resolution and guest satisfaction.
• Continuously maintain up-to-date knowledge on room availability, room types, available amenities, and rates, as well as available guest upgrade options.
• Maintain high standards of personal appearance and grooming.

This list is not all inclusive; additional job functions will be shared during interviews.

What are we looking for?

• Must have open work availability; able to work various shifts, any day, any shift, including weekends and holidays.
• Previous customer service experience required; full-service hotel guest services experience preferred. Relevant customer-facing experience will also be considered.
• Excellent communication skills; ability to effectively communicate with guests and staff alike, both verbally and written, with empathy, patience, tact, and professionalism.
• Experience using complex reservation management software systems or other relevant programs/technology, with ability to perform tasks in multiple computer systems simultaneously.
• Advanced understanding of core guest service behaviors and expectations.
• Able to easily adapt to unexpected changes and prioritize tasks successfully in high-pressure situations with professionalism.
• Proactive mindset; ability to initiate and organize required tasks independently, making decisions based on guest needs, established brand standards, and hotel policies.
• Capable of remaining in a standing position, either stationary or walking, for the duration of the shift.
• Positions self to raise, lower, and extend arms to perform essential job functions; Ability to lift and carry up to 15 lbs. regularly.
• Knowledgeable in basic MS Office programs Word, Excel, and Outlook.
• Able to identify and respond quickly to safety concerns and emergency situations.
• High school diploma or equivalent required; degree in hospitality or related field preferred.

Compensation:

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.