Guest Service Agent

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:

Embark on a vibrant career at Wyndham Boston Beacon Hill, where excellence is not just a goal but a promise to create extraordinary experiences! With 304 well-appointed guest rooms and eight versatile meeting spaces, totaling 5,678 sq ft, our hotel provides an inspiring workplace that seamlessly blends comfort, commitment, and a distinctive culture. What sets us apart? Our unwavering dedication to cultivating a positive workplace culture, comprehensive benefit plans, including a 401k with a company match, and enticing bonus programs designed to recognize your dedication. We are actively seeking talented individuals with a genuine passion for service to join our dynamic team. Our Core Values center around personal development, building a sense of community, and a sincere desire for the success of every team member. Be a part of a team where each member plays a pivotal role in delivering exceptional service and crafting memorable experiences for our guests. Explore the exciting career possibilities that await you with Pyramid Global Hospitality at Wyndham Boston Beacon Hill. Your journey towards a fulfilling career starts here!

What you will have an opportunity to do:

An Invitation to Be the First Impression of Something Extraordinary

Every stay begins and ends with one person. Not the general manager. Not the concierge. You. The Guest Service Agent is the first face a guest sees walking in and the last voice they hear on the way out. That moment decides whether this hotel is a place to sleep or a place they remember.

In 2027 this property completes a transformation from a traditional hotel brand into a lifestyle brand. The rooms change, the public space changes, and the service model changes. The front desk is where guests feel that first.

We are hiring Guest Service Agents who understand that a check-in is not a transaction. It is the opening scene of someone's stay. You read the room, use the name, catch the ask before it is spoken, and make the person in front of you feel like the most important guest in the building.

If you have watched a guest's mood change because of how you handled them. If you have turned a complaint into a compliment by listening and then acting. If you think the front desk is the heartbeat of a hotel and not a counter, keep reading. We wrote this for you.

The Transformation: Redefining the Front Desk

The traditional front desk runs a script. Name, ID, credit card, key, elevator. That is not what we are building. The best lifestyle hotels in the world have proven the arrival is the highest leverage moment of the entire stay. It is where personalization starts and where a guest finds out whether this hotel actually pays attention.

Our transformation makes the front desk the social center of the property, not a processing station. Every interaction is intentional. Every agent works with the service instincts of a five-star property and the warmth of someone who actually lives in the neighborhood.

You will be working through that change, not after it. The standards are being written now, and the agents on the desk shape what they become.

About Pyramid Global Hospitality

Pyramid Global Hospitality is a people-first company managing over 230 properties worldwide. We are dedicated to creating a supportive, inclusive work environment that fosters diversity, growth, and wellbeing. We offer comprehensive health insurance, retirement plans, paid time off, on-site wellness programs, local discounts, and employee rates on hotel stays, plus ongoing training and development to help you build a career that matches your ambition.

About Property

Our hotel is a 304-room property in one of Boston's most historic and culturally rich neighborhoods, with eight versatile meeting spaces totaling 5,678 sq ft. In 2027 the property completes a full transformation into a lifestyle brand. Our team lives by Core Values centered on personal development, community, and the genuine success of every team member. The front desk is the first and most visible expression of that transformation.

Your Role: The Face and the Voice of the Guest Experience

As a Guest Service Agent you handle every arrival, every departure, and everything in between. You are the resource guests come to for directions, recommendations, problems, and answers. This is where luxury service standards meet lifestyle hospitality.

Guest Arrival, Departure, and Front Desk Operations

• Greet and register arriving guests, confirm reservations, verify information, assign rooms, code keys, and deliver a welcome that sets the tone for the stay.
• Process check-outs accurately, handling payments, credit and debit transactions, gift certificates, and foreign currency with speed and composure.
• Anticipate needs before they are stated. Use guest names naturally. Note preferences and special occasions and act on them.
• Know the hotel cold, including room categories, rates, packages, promotions, amenities, and the neighborhood. Guests will treat you as the expert.
• Own guest issues until they are resolved. Research the problem, offer real solutions, and follow through.
• Handle complaints with composure and judgment, resolving them in a way that leaves the guest feeling heard.
• Coordinate with Housekeeping on room readiness, communicate parking procedures, and dispatch bell or valet staff for smooth arrivals and departures.
• Run daily arrival, departure, and special request reports. Flag every VIP, repeat guest, and special occasion before they walk in.
• Give guests clear, consistent answers about renovation work, closures, and what is changing at the property.

Revenue, Cash Handling, and Financial Accuracy

• Maintain a balanced bank. Process room charges, cash, checks, debit, and credit in line with hotel credit and cash handling policy.
• Count your bank at the start and end of every shift, reconcile transactions, and complete cashier and closing reports in the property management system.
• Upsell rooms, upgrades, services, and packages where they genuinely improve the guest's stay.
• Take reservations, modifications, and cancellations accurately.

Communication, Collaboration, and Brand Experience

• Operate PBX equipment and handle incoming calls with the same care as an in-person interaction. Schedule wake-up calls and relay messages accurately.
• Work across Housekeeping, Engineering, Security, Bell Staff, Food & Beverage, and management so guest information moves without gaps.
• Represent the lifestyle brand in every interaction. You are the most visible ambassador the property has.
• Follow all safety, security, fire, and health policies. Report incidents, accidents, and unsafe conditions immediately.
• Maintain presentation and grooming standards consistent with the service environment our guests expect.

What are we looking for?

Who You Are

You make people comfortable without trying. You read what someone needs before they say it, you connect with guests from every background, and you know the small gestures are what people remember. Under a full arrival rush you get faster and calmer, not sloppier.

You have noticed that the best hotels are moving away from scripts and toward real human interaction, and you want to work somewhere that is building that on purpose. You are not looking for a front desk job. You want to be part of the team that sets the standard.

Required Qualifications

• 1 to 2 years of front desk, guest services, or customer-facing experience in a hotel, resort, or high-end hospitality environment.

• Genuine warmth with guests and the ability to hold it through a difficult interaction.

• Strong verbal and written communication skills across a wide range of guests and team members.

• Proficiency with hotel property management systems, computerized cash register systems, and standard front office technology.

• Working knowledge of cash handling procedures, including credit and debit processing, foreign currency, and maintaining a balanced bank.

• The ability to stay composed and accurate during high-volume check-in and check-out periods.

• A team player who backs up colleagues and communicates clearly across departments.

• Strong attention to detail in guest information, billing, reservations, and daily reports.

• High school diploma or equivalent.

• Flexibility to work varied schedules including days, evenings, overnights, weekends, and holidays.

• Preferred Qualifications: The Edge We Are Looking For

• Experience in a luxury, lifestyle, boutique, or design-forward hotel where guest experience is the primary competitive differentiator.

• Familiarity with elevated service standards consistent with Forbes-rated or AAA Diamond properties.

• Experience working through a brand transformation, renovation, repositioning, or pre-opening, where adaptability and helping build new standards mattered.

• Knowledge of the Greater Boston area, including dining, nightlife, cultural attractions, and the places guests will not find on their own.

• Bilingual or multilingual proficiency is a plus. Our guests come from everywhere.

• A real interest in design, culture, food, and the craft of making people feel welcome.

• Why This Role. Why Now. Why You.

• Let us be direct: this is not another front desk job at another hotel. This is the front desk of a property being rebuilt into one of the more interesting lifestyle hotels in Boston.

When the transformation is complete in 2027, every guest who walks through those doors will form their first impression based on the person at the desk. You will not be reading a script. You will be setting the standard while it is still being written.

You will have the full support of Pyramid Global Hospitality's resources, training, and 230+ property network behind you. But the guest experience at that desk is yours.

The front desk is also the fastest way into this business. Supervisors, Front Office Managers, and General Managers across our portfolio started exactly where this role starts.

This is that moment. And we want to meet you.

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation:

$25.00

• $27.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.