Hotel Guest Services Agent

Overview

We are looking for an Experienced Guest Services Agent for a dual Front Office role at the Houston Marriott Westchase. The position alternates between working as a Marriott Front Desk Agent and as an “At Your Service” phone operator, scheduled based on business demands.

• Greet guests with a friendly, sincere welcome and register them, assigning rooms and providing room keys while following brand service standards and company policies.
• Handle front‑desk functions such as checking guests in and out, posting charges, computing bills, collecting payment and making change.
• Answer incoming calls using PBX and computer systems, using professional telephone etiquette to provide information about hotel services and amenities.
• Process work‑order requests to the appropriate departments and input/update guest opportunities in the computer system.
• Take in‑room dining orders accurately and communicate clearly with kitchen staff.
• Address and resolve guest challenges, posting updates in the system and following up with other departments.
• Maintain a high standard of personal appearance and grooming at all times.
• Assist with other duties as requested by management to support hotel operations 24 hours a day, 7 days a week.

Full‑time, 5 days a week. Requires flexibility to work any scheduled shift, including weekdays, weekends, and holidays. The schedule will change weekly and may include varying AM and PM shifts.

• Available to work various shifts, including weekends and holidays.
• Strong customer‑service orientation and interpersonal skills.
• Excellent organizational, analytical, and multitasking abilities in a fast‑paced environment.
• Effective verbal and written communication in English.
• Self‑motivated with the ability to make decisions based on guest needs and hotel policies.
• Ability to stand for +8 hours and lift up to 15 lbs.
• Proficient with Microsoft Office; experience with property‑management software (PMS or OPERA) preferred.

High‑school diploma or equivalent required. Degree in hospitality or related field preferred.

Previous experience as a front‑desk agent, guest services, or a similar service role, preferably in a full‑service hotel, is required.

Base salary range: $ – $ (actual compensation based on skills, experience, certifications and location).

Pyramid Global Hospitality is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.