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:
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:
- Answer all incoming internal and external telephone calls within three (3) rings with a warm, professional greeting, always using the approved script and proper telephone etiquette.
- Efficiently operate the telephone switchboard (PBX system), accurately transferring calls, placing guests on hold when necessary, and taking detailed, legible messages when required.
- Provide courteous, knowledgeable assistance to guests regarding hotel services, facilities, hours of operation, key personnel, in-house events, room amenities, and local attractions.
- Respond promptly and effectively to guest inquiries, concerns, and complaints; resolve issues independently whenever possible or escalate to the appropriate department/manager while maintaining 100% guest satisfaction.
- Process wake-up calls accurately and verify completion as required.
- Handle emergency calls according to established hotel protocols (fire, medical, bomb threats, etc.) and notify management/security immediately.
- Monitor and respond to room status updates, special requests (DND, privacy, VIP, late check-out, etc.), and maintain accurate logs.
- Coordinate with Housekeeping, Front Office, Engineering, Room Service, and other departments to relay guest requests, maintenance issues, and special needs in a timely manner.
- Assist with basic concierge services including restaurant reservations, transportation arrangements, theater tickets, and recommendations for dining, shopping, entertainment, and local points of interest.
- Maintain thorough knowledge of current hotel promotions, rates, packages, and seasonal events.
- Protect guest privacy and confidentiality in accordance with hotel standards and data protection regulations.
- Update and maintain the telephone directory, emergency contact lists, and departmental extensions.
- Assist with light administrative tasks such as sorting mail, distributing faxes, and updating in-house information systems when needed.
- Perform all other duties assigned by the Front Office Manager, Assistant Front Office Manager, or hotel management.
What are we looking for?
- High school diploma or equivalent required; college coursework in hospitality preferred.
- Minimum 1–2 years of experience in a high-volume PBX, switchboard, or customer service/call center environment (luxury hotel experience strongly preferred).
- Fluency in English (verbal and written)
- Exceptional telephone etiquette with a clear, pleasant, and professional speaking voice.
- Strong listening skills and ability to remain calm and courteous under pressure.
- Excellent problem-solving abilities and a genuine desire to exceed guest expectations.
- Proficient with hotel PBX systems and basic computer applications (Microsoft Office, email, internet).
- Thorough knowledge of hotel layout, services, amenities, and surrounding area attractions.
- Ability to type a minimum of 30 WPM and take accurate messages while multitasking.
- Must be able to work a flexible schedule including early mornings, late nights, weekends, holidays, and overnight shifts.
- Professional appearance and demeanor in accordance with hotel grooming standards.
Physical Demands:
- Able to sit or stand for extended periods while operating the switchboard.
- Able to lift, carry, push, or pull items weighing up to 20 pounds (telephone equipment, directories, office supplies).
- Frequent use of hands for typing and handling telephone equipment.
- Must possess clear speech and hearing capabilities (with or without reasonable accommodation).
Compensation:
CI$6.56
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CI$6.56
Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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