Guest Service Agent- The Sunshine Hotel & Suites

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:

Sunshine Suites Grand Cayman Island Resort offers the best in affordable boutique lodging. We’re a short walk from the sparkling ocean waters and white sand of Grand Cayman’s famous Seven Mile Beach. Enjoy the convenience of our prime location next to the Ritz Carlton, down the road from the 18-hole North Sound Golf Course and near dozens of shops and restaurants. Our amenities include “Grab & Go” continental breakfast and Free wireless internet. We offer our guests high end accommodations, excellent services and convenience at affordable prices. Whether your visit is for business or pleasure, a warm and friendly team awaits you!

What you will have an opportunity to do:

The motivated Front Desk Agent will be responsible for professionally greeting guests, handling reservations, answering phone calls, and providing exceptional guest service. The ideal candidate will have excellent communication skills, a positive attitude, be able to multitask in a fast-paced environment and have prior knowledge of Front desk procedures.

Primary responsibilities for the Front Desk Agent role will include but not limited to the following:

• Perform efficient check-in and check-out procedures while warmly interacting with guests.

• Process various room reservations, including modifications, cancellations, and room assignments.

• Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately.

• Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat.

• Resolve guest complaints effectively and always follow through to ensure thorough guest satisfaction.

• Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience.

• Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.).

• Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features.

• Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs.

• Support the switchboard team occasionally with managing phone calls and taking accurate messages.

• Record, deliver wake-up calls and verify delivery.

• Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations.

• Maintain a clean, organized, professional front desk and lobby areas at all times.

• Adhere to all cash-handling, compliance, and data-privacy policies.

• Assist with group arrivals and departures when required.

• Perform end-of-shift duties including cash drop, shift reports, and handover notes.

• Actively participate in daily briefings and departmental training sessions.

• Other duties may be assigned based on business needs.

What are we looking for?

• Minimum 3-4 years’ Hotel Front Desk experience required.
• A Degree or Diploma in Hospitality will be advantageous.

• Advanced working knowledge of OPERA PMS is strictly required.
• Strong mathematical aptitude required.
• Must be proficient in Microsoft Office, particularly Excel.
• Mastery of oral and written English communication skills will be essential.
• Outstanding interpersonal skills with a friendly and professional demeanor required.
• Proven ability to remain calm, courteous, and solution-oriented under pressure.
• Excellent attention to detail and multitasking capabilities in a high-volume environment.
• Flexibility to work a variety of shifts including early mornings, late evenings/nights, weekends and public holidays required.

Compensation:

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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.