At Pyramid Global Hospitality, 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.

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At the Hilton Woodcliff Lake 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 Hilton Woodcliff Lake can mean for you! 

Hilton Woodcliff Lake boasts 338 Guest Rooms and 36,398 sq. ft. of event space.

As a GUEST SERVICE AGENT at the Hilton Woodcliff Lake, you will be a part of creating memorable experiences for our guests will being on a team of worldwide hospitality professionals. You will spend time greeting and registering our guests, providing prompt and courteous service, and closing out guest accounts upon completion of their stay to meet Pyramid Hotel Groups' high standards of quality.

The Front Desk Agent will:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travellers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Take ownership of guests challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
• Conduct other duties as assigned by their Manager/Supervisor.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Supervisor/Manager based upon the particular requirements of the hotel.

• Summon bell-staff assistance to escort guests to their rooms as appropriate.
• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using a combination of skills and abilities.

• MUST BE AVAILABLE TO WORK A ROTATING SCHEDULING INCLUDING DAYS, NIGHTS, WEEKENDS, an/or HOLIDAYS.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to stand for long periods of time and move throughout front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.

Education:

High school diploma preferred.

Experience:

Customer service experience preferred.

Prior hospitality experience preferred.

Hilton experience preferred. 

Employees will experience Pyramid as an employer that acknowledges achievement, rewards teamwork, and inspires excellence and growth each day. Team members are encouraged to set long-term goals, and these milestones are measured and celebrated by leadership, fostering an environment of employee success and career growth. Pyramid offers an inspiring work environment and benefits.

• Competitive Benefits Program
• Finance and Retirement (401K Plan)
• Performance Bonus
• Paid Time Off
• Perks & Discounts
• Professional Support
• Job Training
• Education Pathways
• Focus on Work-Life Balance
• Makes the work meaningful
• Empowers teams with the tools they need for greater autonomy

Come join the team of hospitality professionals at the Hilton Woodcliff Lake!