Front Desk Agent

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company!

About our property:

At the West Grand Cayman Seven Mile Beach Resort & Spa we consistently rise above the competition. On day one, you will begin with a robust wage package, excellent benefit plans, professional development, generous bonuses, travel perks and the opportunity to grow across a portfolio of 100 hotels and resorts representing all major brands.  We are an Employer of Choice—we understand that the care of our team members is as important as the service we provide to our guests and the communities around us. If you have a genuine passion for hospitality, come and join our team.  You will have an important role in the delivery of outstanding service and memorable experiences for each guest. You will have fun, learn and be part of a successful journey at a growing company. Find out today what a   career at The Westin Grand Cayman Seven Mile Beach Resort & Spa with Pyramid Global can mean for you!

What you will have an opportunity to do:

Job Summary

The dynamic Front Desk Agent / Guest Service Agent will be responsible for serving as the primary point of contact for guests at our luxury Resort, delivering warm, efficient, and personalized service throughout the arrival, stay, and departure process. This role involves performing accurate check-in/check-out procedures, handling reservations and payments, resolving guest inquiries and concerns, upselling opportunities, coordinating interdepartmental requests, and maintaining a professional, welcoming front desk environment in alignment with Westin brand standards and luxury hospitality expectations.

Key Responsibilities:

• Perform efficient and accurate check-in and check-out procedures while warmly welcoming guests and bidding farewell to them.
• Process reservations, modifications, cancellations, and room assignments using the OPERA Property Management System (PMS).
• 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 or escalate to a supervisor, when necessary, always following through to ensure 100% 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.
• Manage the switchboard when required: answer calls within three rings, transfer calls, and take accurate messages.
• Process 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 area always.
• Adhere to all cash-handling, PCI compliance, and data-privacy policies.
• Assist with group arrivals/departures and VIP handling when required.
• Perform end-of-shift duties including cash drop, shift reports, and handover notes.
• Actively participate in daily briefings and departmental training sessions.
• Perform any other duties as assigned by the Front Office Manager or Supervisor.

What are we looking for?

Compensation:

CI$7.50

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CI$7.50

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.