About this role
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:
Welcome to Hyatt Regency Grand Reserve Puerto Rico, a premier resort in the Pyramid Global Hospitality portfolio, located in the breathtaking setting on the oceanfront coast of Rio Grande. Featuring 579 guest rooms and over 36,918 sq ft of meeting space, this award-winning property, recognized as one of the top five resorts in Puerto Rico by Travel + Leisure's World's Best Awards, offers a truly dynamic environment for hospitality professionals.
At Hyatt Regency Grand Reserve Puerto Rico, we are committed to delivering exceptional service and creating memorable experiences for our guests. As a member of our team, you'll have the opportunity to work in a supportive and engaging environment surrounded by the natural beauty of El Yunque rainforest and the island's stunning coastline. From an expansive lagoon-style pool to a nearby 27-hole Tom Kite-designed golf course and a full-service rainforest spa, this property offers a unique and inspiring setting to grow your career.
We offer a wide range of opportunities across multiple departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Whether you're just beginning your hospitality journey or looking to take the next step, you'll find opportunities for growth at every level.
Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for service. We provide comprehensive training and development programs to help our associates succeed. If you're passionate about hospitality and ready to be part of a people-first culture, we invite you to explore opportunities at Hyatt Regency Grand Reserve Puerto Rico and apply today.
What you will have an opportunity to do:
We are looking for a highly motivated individuals to join our Front Desk team. The ideal candidate uses their engaging personality to create a memorable first impression for our guests. While checking in, registering guests, the Front Desk Agent is a source of knowledge for the guest for everything about the hotel, its amenities, and the local area.
The Front Desk Agent is the first point of contact for hotel guests. This position is responsible for providing exceptional customer service by handling guest check-ins and check-outs, managing reservations, responding to guest inquiries and requests, and ensuring a pleasant and memorable guest experience throughout their stay.
Your Role:
- ### Guest Check-In and Check-Out -
Efficiently and professionally process guest arrivals and departures, ensuring all guest information is accurately entered into the system.
- ### Customer Service - Provide outstanding customer service by answering questions, offering information about hotel facilities and services, and assisting guests with any requests or concerns during their stay.
- ### Reservation Management -
Make, modify, and confirm reservations via telephone, email, and in person. Ensure room assignments are accurate and availability is properly maintained.
- ### Complaint and Request Handling -
Address guest complaints and requests promptly and effectively, following established procedures to ensure guest satisfaction.
- ### Payment Processing and Billing -
Process payments securely and ensure invoices are accurate and provided to guests upon check-out. Handle all forms of payment in accordance with company procedures.
- ### Interdepartmental Coordination -
Communicate and coordinate with departments such as Housekeeping and Maintenance to ensure guest needs are addressed efficiently.
- ### Record Maintenance -
Maintain accurate records of guest arrivals, departures, reservations, and other relevant information, ensuring all data is updated in the property management system.
- ### Promotion of Hotel Services -
Inform guests about hotel services, amenities, promotions, events, dining options, and activities available during their stay.
- ### Emergency Response -
Serve as the primary point of contact during emergencies or incidents, remaining calm and following established protocols to ensure guest safety.
- ### Cash Register Reconciliation -
Perform end-of-shift cash reconciliation, ensuring all payments and transactions are accurately recorded and balanced with the system.
- ### Room Assignment and Housekeeping Coordination -
Prepare daily room assignments for the Housekeeping Department. Monitor room status including dirty, clean, and inspected rooms. Assign rooms for cleaning, maintain room inventories, update the room chart in Excel, and ensure all information matches the Roomsy system.
- ### Administrative and Financial Duties -
Maintain records of rentals and other charges, update collection and financial reports in Excel, manage and confirm reservations, maintain daily logs, and perform general administrative and computer-related tasks. Send nightly arrival and in-house guest reports to Security, respond to emails, follow up on reservations, and confirm bookings made by phone or email.
- ### Reporting -
Generate weekly reservation reports through the R.A. platform and update reservation information as needed.
- ### Front Desk Area Maintenance - Maintain cleanliness of the Front Desk area, kitchen, and coffee station. Prepare coffee daily and provide complimentary beverages to guests throughout the day. Serve alcoholic beverages after 3:00 p.m. Maintain weekly or biweekly inventory records and restock beverages as necessary. Address guest concerns and coordinate with the appropriate department when needed.
- ### Communication -
Maintain effective communication with departments including Security, Information Technology (IT), Maintenance, Human Resources, and other hotel teams.
What are we looking for?
Qualifications:
- High school diploma or equivalent required.
- Minimum of one (1) year of customer service experience, preferably in the hospitality industry.
- Basic knowledge of hotel property management systems, reservation systems, and billing procedures.
- Proficiency in Microsoft Office applications, particularly Excel and Word.
- General computer and technology skills.
- Strong verbal and written communication skills.
- Ability to interact professionally, courteously, and effectively with guests and colleagues.
- Strong commitment to guest satisfaction.
- Ability to Work Under Pressure
- Fluency in English required.
- Valid driver's license required.
- Must be available to work various shifts including weekends and holidays
Compensation:
$
-
$
Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
##
###
###