Front Desk Agent-1 - Pyramid Global Hospitality : Job Details

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!

Location Description: We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin. A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Cond Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn. If you are ready to set sail into a new adventure, apply today and enjoy the many benefits and great opportunities for growth at Inn at Perry Cabin!

Concierge, the first point of contact between guests and the property; answering inquiries, directing phone calls, coordinating/reserving rooms, planning activities, and amenities. In short, working to make sure that every guest feels welcomed while always maintaining company culture. During slow periods, Front Desk responsibilities will be default. Check-in and check-out of guests while providing efficient, friendly, and excellent customer service always and in accordance with hotel standards. Ensure the highest caliber of service is being offered to all guests so that their arrival experience is pleasurable and informative and in accordance with the standards expected of all Inn at Perry Cabin employees.

• Upon requests of clients, make reservations at the Inn to include all amenities and activities, local establishments such as restaurants, businesses, hotels, and other entertainment venues.
• Assist with the organization of on-site events including weddings, business fairs and corporate meetings.
• Greet clients when they enter the building and guide them to their designated areas.
• Process important queries and manage guest expectations in a polite and friendly manner.
• Keep track of frequent guests and create a tailored experience for their personal needs.
• Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.
• Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner.
• Stand to greet guests. Acknowledge (verbally and by name when possible) and register guests, including verifying accommodations on the computer, obtaining vouchers when necessary, establishing guest credit via credit card or credit deposit, completing forms, entering information into the computer and programming room keys.
• Relay pertinent information regarding accommodations and assist with questions pertaining to and/or booking reservations.
• Contact various departments to fill guests' needs.
• Enter all guest information into the computer.
• Make room changes for guests based on availability.
• Handle and count large amounts of money accurately and efficiently.
• Exchange foreign currency, cash traveler's checks and personal checks, balance cash bank and assume responsibility for safeguarding monies.
• Post charges to guest accounts; transfer charges/credits; run necessary computer reports.
• Assist with luggage and storage and delivery concerns.
• Anticipate and handle guest issues and concerns.
• Escort guests to rooms whenever possible.
• Practice gracious hospitality at all times.
• Process gift cards.
• When the Porter is away from the door, take his/her place to ensure a positive first impression for our guests.
• Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Be an ambassador of the hotel and the company at all times: in and outside of the workplace.
• Support Leading Quality Assurance; strive to continuously improve.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Be knowledgeable of, implement, communicate, and comply with policies of the Inn at Perry Cabin Hotel, its Hotel Human Resources Department.
• Maintain confidentiality and security of all guest and general hotel information.
• Assist in other areas as needed.

• Ability to communicate with hotel guests and employees to their understanding.
• Ability to provide friendly, efficient, and courteous service to guests.
• Ability to access, input and retrieve information on the computer system.
• Ability to calculate.
• Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
• Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
• Ability to work under pressure, be organized, self-motivated and work well with others.
• Strong positive attitude and ability to initiate light conversation with guests.
• Extensive knowledge of St. Michaels and surrounding areas.
• Ability to provide legible communication.
• Must be able to complete work in a timely, accurate and thorough manner.
• Ability to work effectively and relate well with senior management and colleagues.
• Understanding of the luxury hotel environment.
• Additional foreign language skills a plus.

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equipment to Be Used Standard office equipment including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, PowerPoint, and email. Formal uniform Physical & Mental Requirements Regularly required to stand, walk, talk, and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms; frequently required to sit, climb, or balance, stoop, kneel, and crouch. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision. Must be able to lift equipment, supplies, etc. of at least 30 pounds. Must be able to resolve problems, handle conflict, and make effective decisions under pressure. Work Environment Interior of hoteloccasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment. The work environment includes high guest contact and noisy, crowded environment; may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.

Job Requirements Education & Experience High school diploma or GED required, some college or vocational courses preferred. Two years prior experience in customer service in a high-paced, detail-oriented position. Must be able to read, write, and type