Job Description

About Us:

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.

#PGH-BMC

Location Description:

We invite you to become part of our Crew at one of the most desirable destinations on the Eastern Shore, Inn at Perry Cabin.

A historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Condé Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities.

As a member of our Crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn. If you are ready to set sail into a new adventure, apply today and enjoy the many benefits and great opportunities for growth at Inn at Perry Cabin!

For more information about the Inn at Perry Cabin, please visit our website at innatperrycabin.com

At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees. Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off. Plus, all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally.

 

Overview:

Title: Guest Services Concierge

 

division : Rooms department : Guest Services

reports to : Guest Services Supervisor classification : Non-exempt

REPORTING STRUCTURE:

 

Job Summary:

Answer the hotel’s incoming phone calls. Book dining reservations, boating, spa, golf, tennis and guest experiences for upcoming stays or in-house guests. While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

 

ESSENTIAL JOB FUNCTIONS

 

1. Answer internal and external telephone calls within three rings: direct incoming calls to appropriate extension, using blind transfer guidelines.
2. Check voicemail regularly and return calls promptly.
3. Use hotel software including Opera, Knowcross, Nexgen, Microsoft Office (Outlook, Excel, Word, Access), Resort Suite, and Adobe.
4. Answer incoming calls promptly and professionally, answer questions, make bookings for STARS, waterfront, guest experiences, spa, boating, tennis and local restaurants. Ask appropriate follow-up questions, i.e. names of accompanying guests, ages of children, special celebrations, allergies, and preferences; communicate all information accurately in Opera. Communicate all reservations and enter corresponding notes accurately through Opera.
5. Maintain wait lists for spa services, activities, and Stars dining reservations.
6. Create IPC gift cards and send by USPS.
7. Communicate guest requests to appropriate departments by radio, email, phone, and Knowcross.
8. Create special amenity and boat order, and upload accurately into the public share point. Same day amenities and boat order are printed out, note cards inscribed, and delivered directly to food and beverage management.
9. Maintain knowledge of hotel features/services, outlets, hours of operation, policies, etc.
10. Be familiar with area restaurants and businesses to provide recommendations and assist with reservations off property as requested.
11. Maintain relationships with each department at the resort, gathering the most up to date information and sharing with the team.
12. Respond to guest inquiries by email and through Nexgen.
13. Send email confirmations for arrivals on a rolling 7-day basis.
14. Send Guest Experiences calendars for arrivals on a rolling 14-day basis.
15. Make itineraries for next day arrivals; deliver to front desk. Update itineraries as same day changes.
16. Assist with guest amenities when Executive Assistant is out of the office by printing daily arrival report, updating amenities list, printing appropriate welcome notes and having them signed by resort manager, ensuring correct amenities and vouchers are included, and delivering to Stars management.
17. Check daily cancellation report; cross check dining reservations and resort suite to make additional cancellations as needed.
18. Follow Forbes standards in all interactions with guests and make every interaction personal. Mention guests’ name naturally in phone conversations and address guests by name in emails. Use professional, luxury language, and avoid slang.
19. Practice refined hospitality at all times. Forbes Five-Star standards are foundational standards for Inn at Perry Cabin.
20. Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
21. Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
22. Send pre-arrival emails daily; respond to pre-arrival inquiries & responses to sent emails.
23. Be an ambassador of the hotel and the company at all times, in and outside of the workplace.
24. Support Leading Quality Assurance; strive to continuously improve.
25. Ensure by example that the Inn at Perry Cabin philosophy is known.
26. Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
27. Be knowledgeable of, implement, communicate, and comply with policies of Inn at Perry cabin, its Hotel Human Resources Department, and Inn at Perry Cabin.
28. Maintain confidentiality and security of all guest and general hotel information.
29. Assist with guest amenities and in other areas as needed.

 

SUPERVISORY RESPONSIBILITIES

None.

 

WORKING CONDITIONS

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Equipment to Be Used

• Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, and email.

 

Physical & Mental Requirements

• Regularly required to sit for extended periods; stand, walk, talk and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision. Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

 

Work Environment

• Interior of hotel—occasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment.
• The work environment includes high guest contact and noisy, crowded environment; may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.

 

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties, as may be required by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Qualifications:

JOB REQUIREMENTS

Education & Experience

High school diploma or GED preferred.

 

SKILLS

Ability to communicate in English with hotel guests and employees to their understanding. Ability to handle incoming calls efficiently and courteously. Ability to speak clearly and understandably. Ability to record accurate and readable messages. Ability to provide friendly, efficient and courteous service to guests. Ability to handle the stress inherent in interacting with co-employees and resolving guest problems. Ability to work under pressure, be organized, self-motivated and work well with others. Basic knowledge of St. Michaels and surrounding areas. Understanding of the luxury hotel environment. Additional foreign language skills a plus.

Pay: $15.50 plus Commissions

Compensation Range: The compensation for this position is $15.50/Yr. - $15.50/Yr. based on qualifications and experience.

Job Tags

Full time, Contract work, Part time, Local area, Immediate start, Worldwide, Gangs,

Similar Jobs