Front Office Ambassador

Job description

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: Sunseeker Resort Florida Gulf Coast, by Curio is a stunning waterfront destination located in Southwest Florida, offering the perfect blend of luxury and leisure. With 785 guest rooms and more than 60,000 square feet of event and meeting space, the resort is designed to accommodate both upscale leisure getaways and dynamic business gatherings. Guests can indulge in an impressive collection of 18 food and beverage outlets, from fine dining to casual coastal fare, showcasing flavors from around the world. The resort also features a luxurious pool scene, including the largest rooftop pool in Florida, providing sweeping views of Charlotte Harbor and an elevated, resort-style experience. Sunseeker is where elevated hospitality meets sun-soaked relaxation. What you will have an opportunity to do: The primary responsibility of the Front Office Ambassador is to provide excellent customer service and create a safe and friendly environment for team members and guests. Responsibilities include, but not limited to, promoting goods and services, assigning rooms, registering guests, determining credit, rendering bills, receiving payments, answering calls, booking reservations, and providing excellent guest service. All duties are performed in accordance with department and Sunseeker Resorts policies, practices, and procedures. POSITION RESPONSIBILITIES/DUTIES: Welcome, greet, interact, and assist guests in a professional manner. Provide excellent service within the property’s service standards and brand attributes. Exhibit a professional demeanor and willingness to assist all guests whenever possible. Answer property questions; provide accurate information regarding rooms, restaurants, promotions, and directions. Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities. Respond to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties. Serves as a concierge and responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals, etc. according to individual needs. Meet the demands of a fast-paced environment by using good judgment and the ability to multitask. Ensure the privacy and confidentiality of guests and limit requests for information pertaining to guests in accordance with hotel policies. Complete all duties in accordance with property standards and adhere to all company policies and legal requirements regarding safety, health, and welfare of guests, team members, and the property. Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up. Promote and sell all products and services available at Sunseeker Resorts. Proactively provide quotes for room rates and up-sell to the guest. Control and issue keys to rooms and assist in coordination of the Front Desk and all supportive departments. Verify correct charges and credits are posted to the corresponding guest folio. Collect all required guest profile information during check-in process. Collect payment for charges on the guest folio. Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. Resolve guest complaints within scope of authority, otherwise referring matters to Front Desk management. Understand all areas of the Resort and be able to confidently guide guests to their appropriate destinations. Successfully book, modify, and cancel room reservations, restaurant reservations, golf reservations and activity itineraries for any given time, knowing what types of accommodation, rates and special packages are available. Stay informed and up to date on property information and recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel to our guests. Inputs text messages for in-house guests, and future guests, of Sunseeker Resorts. Courteously answers incoming telephone calls, connecting callers to appropriate departments, hotel guests, or hotel personnel. Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes daily. Ensures proper follow through if the involvement of other departments is needed. Perform other duties as assigned What are we looking for? MINIMUM REQUIREMENTS: Minimum 18 years of age High School Diploma, GED, or equivalent. Minimum 1 year of experience working in guest service in a hotel, resort, or similar setting. Previous experience with resort booking systems, phone operating switchboards, and billing processing required. Experience with Forbes Star, AAA, and Four Diamond standard a plus. Bilingual (Preferred) KNOWLEDGE/SKILLS/ABILITIES: Ability to work varied shifts, including weekends and holidays Working knowledge of Microsoft Office Excellent customer service skills Ability to function well under pressure, manage multiple priorities, and meet established deadlines Must possess mature personal discretion and sound judgment Strong leadership abilities, sound judgment, superior problem solving and decision-making skills Excellent organizational, analytical and project management skills, with particular attention to quality and detail Interpersonal skills to deal effectively with all business contacts Professional appearance and demeanor Compensation: $0 - $0 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.