Front Office 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:

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 Condé 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!   For more information about the Inn at Perry Cabin, please visit our website at innatperrycabin.com At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off. Plus, all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally. *  

What you will have an opportunity to do:

POSITION SUMMARY

Check-in and check-out of guests while providing efficient, friendly, and excellent customer service at all times 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.  Responsibilities include greeting and providing services such as arranging transportation, guiding visitors, and providing directions.  Front Desk Agents are expected to respond to and follow up on guest complaints and guest requests. Ensuring that the highest caliber of service is being offered to all guests, in accordance with standards expected of all Inn at Perry Cabin employees. While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

ESSENTIAL JOB FUNCTIONS

• 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.

SUPERVISORY RESPONSIBILITIES  

None

JOB REQUIREMENTS

Education & Experience

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

SKILLS

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 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.

WORKING CONDITIONS

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 hotel—occasional 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. 

This job description should not be construed to imply that these requirements are the exclusive standards of the position.  Incumbents will follow any other instructions and perform any other related duties, as may be required by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

What are we looking for?

Qualifications:

• High school diploma or equivalent. 
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation:

$17.00

-

$17.00

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.