Guest Service Agent

Essential Job Functions

• Answer internal and external telephone calls within three rings and direct them to appropriate extensions.
• Receive and record messages for guests.
• Record and make wake‑up calls.
• Initiate the prompt response system by logging information regarding problems or situations that require prompt attention and relaying it to appropriate personnel.
• Receive and send facsimiles.
• 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.
• Acknowledge guests by name if possible and provide information to guests.
• Exercise independent judgment regarding whether to disturb a guest and how to direct incoming calls.
• Reach out to guests prior to arrival to assist with pre‑arrival arrangements including booking reservations for golf, spa, waterfront, activities, and in‑room amenities; this assistance continues for in‑house guests who require additional assistance with outside arrangements.
• Assist with general post‑stay billing questions.
• Practice refined hospitality at all times, adhering to Forbes Five‑Star standards.
• Maintain knowledge of hotel features, services, outlets, and hours of operation.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Send pre‑arrival emails daily; respond to pre‑arrival inquiries and follow‑ups on sent emails.
• Act as an ambassador of the hotel and the company at all times, both in and outside of the workplace.
• Support Leading Quality Assurance and continuously strive to improve.
• Ensure by example that the Inn at Perry Cabin philosophy is known.
• Observe department standards for 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 Inn at Perry Cabin, its Human Resources Department, and the Inn itself.
• Maintain confidentiality and security of all guest and general hotel information.
• Assist in other areas as needed.

None.

• Education & Experience: High school diploma or GED preferred.
• Skills:
  • Ability to communicate in English with hotel guests and employees in a clear, understandable manner.
  • Ability to handle incoming calls efficiently and courteously.
  • Ability to record accurate and readable messages.
  • Ability to provide friendly, efficient and courteous service to guests.
  • Ability to handle the stress inherent in interacting with coworkers and resolving guest problems.
  • Ability to work under pressure, be organized, self‑motivated and work well with others.
  • Basic knowledge of St. Michaels and surrounding areas.
  • Understanding of the luxury hotel environment.
  • Additional foreign language skills a plus.

• Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs such as Microsoft Word, Excel, and email.

• Regularly required to sit for extended periods; stand, walk, talk and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms. 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.

• 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.

$16.00 per hour.

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