Property About Us 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. Check out this video for more information on our great company! Location Description The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you! Overview Houston Marriott Westchase Hotel and Pyramid Global Hospitality is looking for an experienced Front Office Manager. This position manages the direction and administration of the Front Office and Guest Services operations to ensure guest recieve an exceptional experience while also serving as the hotel's brand and service ambassador for both guest and staff alike. The successful candidate will possess strong communication skills, understands the importance of setting an example of excellence for team members, knows how to maintain professionalism in high-stress situations, while maximizing room revenue and occupancy. This role requires the flexability to work with no restrictions, both AM and PM shifts, weekdays and weekends. The 5 day a week schedule will vary weekly based on business demands. Every day is different, but you’ll mostly be: Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements. Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner. Keeping close contact with guests for feedback, complaints and compliments – and following it up. Managing, recording and resolving guest or customer complaints promptly. Keeping other operating departments in the loop with important guest relations matters – between the Food and Beverage, Maintenance, Housekeeping to the Front Office team. Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets. Issue appropriate correspondence to dissatisfied customers on behalf of the hotel to achieve satisfaction and customer loyalty. Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc. Provide support and work directly with front office team. Qualifications Minimum Requirements: Prior hospitality Front Office Manager experience is a must! Preferably 5 star hotel service experience. Requires thorough knowledge of the hotel services and guest relations profession. Excellent command of English; verbal, reading and writing, and can effectively communicate information; a second language is desirable. Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications. Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests. Ability to deal with difficult interactions and work under pressure. Flexibility to respond to a variety of different work situations. A passion for delivering an exceptional level of guest service following Marriott's brand service of excellence standards. Must have the ability to work a flexible schedule including days, nights, weekends and/or holidays when required. Must have computer skills and ability to work with various programs (MS Office, Opera, etc.) Ability to stand on feet for long periods, up to entire shift; walk and/or continuous movement to perform job requirements behind the front desk. Must be able to lift up to 25 lbs. on occasion. Hearing and visual ability to observe and detect signs of emergency situations. Education/Experience: High School diploma /Secondary qualification or equivalent. Minimum of three (3) years of experience as a Guest Relations Manager or Hotel Front Desk Manager in a full-service hotel with at least 350 rooms. Prior managerial experience working in a customer service function in a luxury hotel. Experience with Front Office Marriott systems is required. Excellent Benefits! 401k after 90 days, company match to 6% Medical/ Dental/Vision Insurance Company-paid Life Insurance Employee Assistance Program (EAP) Flexible Spending Account (FSA) Awesome Vacation and Paid Time-Off Policies Marriott Hotel Discounts Worldwide Pyramid Global Hospitality Discounts Pyramid Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Pyramid Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.