Front Desk Agent Job at Pyramid Global Hospitality (Grand Cayman)

Job Description

We are currently seeking a motivated individual with a strong desire to work in the hotel business to join our team as a Front Desk / Guest Service Agent. The successful candidate will demonstrate the ability to work independently, possess excellent communication skills, and be a quick thinker. While prior knowledge of Front Office procedures is an asset, it is not mandatory, and we welcome applicants with a keen interest in the hospitality industry.

Job Responsibility

Perform efficient and accurate check-in and check-out procedures while warmly welcoming guests and bidding farewell to them
Process reservations, modifications, cancellations, and room assignments using the OPERA Property Management System (PMS)
Handle all forms of payment (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately
Respond promptly and professionally to guest inquiries, requests, and concerns in person, over the phone, and via email/chat
Resolve guest complaints effectively or escalate to a supervisor, when necessary, always following through to ensure 100% guest satisfaction
Upsell room categories, packages, and hotel facilities to maximize revenue and enhance the guest experience
Coordinate with Housekeeping, Engineering, Concierge, and other departments to fulfill guest requests (early check-in, late check-out, extra amenities, maintenance issues, etc.)
Issue keys/key cards, explain hotel services, amenities, Wi-Fi access, and safety features
Maintain thorough knowledge of current room rates, promotions, packages, and loyalty programs
Manage the switchboard when required: answer calls within three rings, transfer calls, and take accurate messages
Process wake-up calls and verify delivery
Assist with basic concierge services including restaurant reservations, transportation arrangements, tour bookings, and local recommendations
Maintain a clean, organized, and professional front desk and lobby area always
Adhere to all cash-handling, PCI compliance, and data-privacy policies
Assist with group arrivals/departures and VIP handling when required
Perform end-of-shift duties including cash drop, shift reports, and handover notes
Actively participate in daily briefings and departmental training sessions
Perform any other duties as assigned by the Front Office Manager or Supervisor

Requirements

Minimum 1 year of customer-facing experience (previous hotel Front Desk experience strongly preferred)
Proficiency with OPERA Cloud or OPERA PMS is mandatory (candidates must demonstrate hands-on ability during interview)
Strong computer literacy (Microsoft Office, email, internet) with accurate and quick typing skills (minimum 35 WPM)
Fluent in English (speaking, reading, writing)
Outstanding communication and interpersonal skills with a naturally friendly and professional demeanor
Proven ability to remain calm, courteous, and solution-oriented under pressure
Excellent attention to detail and multitasking capabilities in a high-volume environment
Flexibility to work a variety of shifts including mornings, evenings, nights, weekends, public holidays, and on-call as needed
Professional appearance and adherence to the hotel’s grooming standards always
Legal authorization to work in the Cayman Islands
High school diploma or equivalent
Ability to stand for extended periods
Able to lift and carry up to 25 lbs (luggage assistance when required)
Frequent use of computer keyboard, telephone, and office equipment

Nice to have

Additional languages (Spanish, French, etc.)
College coursework or diploma in hospitality/tourism

What we offer

Robust wage package
Excellent benefit plans
Professional development
Generous bonuses
Travel perks
Opportunity to grow across a portfolio of 100 hotels and resorts
Comprehensive health insurance
Retirement plans
Paid time off
On-site wellness programs
Local discounts
Employee rates on hotel stays

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