Guest Services 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:

At the DoubleTree by Hilton New York Downtown we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the DoubleTree by Hilton New York Downtown can mean for you! 

What you will have an opportunity to do:

We are looking for a highly motivated individuals to join our Guest Services team as a Guest Services Agent. The ideal candidate uses their engaging personality to create a memorable first impression for our guests as they arrive for the first time and throughout their stay. In offering a warm welcome to our hotel/resort, the Guest Services Agent assists with the unloading of guest’s luggage and provides a source of knowledge for the guest for everything about the hotel, its amenities, and the local area as they assist the guest to their room. 

About the Role:
We are looking for highly motivated individuals to join our front office team as a Guest Services Agent. The ideal candidate uses their engaging personality to create a memorable impression for our guests while balancing essential front desk administration and financial transactions. Whether welcoming a guest at arrival, handling billing inquiries, or managing the hotel’s evening close-out procedures, you will be a cornerstone of our front office operations.

If you are a driven professional who enjoys making meaningful connections, takes pride in accuracy, and loves going the extra mile to "WOW" people, we want you! This is a tremendous opportunity to grow a career in hospitality with a world-class property.

Your Role & Responsibilities:

Guest Services & Hospitality:

• Check guests in and out efficiently, ensuring proper credit/payment is received, special requests are fulfilled, and accurate information is established.
• Resolve guest issues proactively, leveraging service recovery to turn challenging situations into opportunities to "WOW" the guest.
• Collaborate across departments by interacting professionally with all hotel staff and keeping the leadership team informed of all pertinent information.
• Maintain the lobby's presentation, working alongside lobby attendants to ensure the reception areas remain clean, organized, and inviting.
• Deliver exceptional service by offering a warm welcome, assisting with the unloading of guest luggage, and sharing expert knowledge about the hotel, its amenities, and the local area.
• Execute miscellaneous operational duties and other tasks as assigned by the management team to support overall property success.

Front Desk Administration & Financial Accuracy:

• Verify daily financial transactions, balancing front office accounts, posting charges, room taxes, and food and beverage receipts with high precision.
• Manage shift close-out procedures, preparing daily front desk reports and ensuring all paperwork is organized and accurate.
• Maintain the house bank, strictly following set hotel procedures for posting charges and issuing refunds.
• Oversee property safety, remaining thoroughly knowledgeable of all emergency procedures, security protocols, and hotel policies to ensure a safe environment for late-night arrivals and overnight guests.

Requirements & Qualifications:

• Experience: At least one year in a customer service role with high guest interaction. Prior hospitality industry or front desk experience is preferred.
• Skills: Strong organizational skills, basic numerical aptitude, problem-solving skills, and a high attention to detail.
• Personality: An outgoing, engaging, and helpful personality with excellent verbal communication skills.
• Physical Demands: Ability to stand for the duration of a shift, work in a fast-paced setting.
• Availability: Must be able to work a flexible schedule, including evening and overnight shifts as operationally required. Availability must include weekends and holidays.

What are we looking for?

At least one year in a customer service role with high guest interaction

• A Valid drivers license with no major infractions for 6 months
• Hospitality industry experience is a plus.
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Excellent verbal 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:

$23.00

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$23.00

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.