Phone Operator/Front Desk Agent

About Us

At the Pittsburgh Marriott City Center, we don't just offer exceptional hospitality - we offer exceptional careers.

Located in the heart of the city, just steps from Acrisure Stadium and across from PPG Paints Arena, our hotel blends modern style with authentic Pittsburgh charm.

What truly sets us apart is our people.

We believe that our success begins with an engaged and empowered team.

That's why we're committed to providing a supportive, inclusive, and dynamic workplace where every associate can grow and thrive.

With comprehensive benefits and a culture rooted in respect and belonging, the Pittsburgh Marriott City Center is more than just a place to work - it's a place to build your future.

Discover how far your potential can take you.

Join us today.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

AYS Operator (At Your Service Operator)/ Guest Service Agent

The AYS Operator is the central point of contact for guest requests, handling all incoming calls with professionalism and care.

They coordinate with departments such as housekeeping, engineering, and front desk to ensure guest needs are met quickly and efficiently.

This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment while delivering exceptional service that reflects the hotel's hospitality standards.

Key Responsibilities


* Answer and route all internal and external calls promptly and professionally.


* Respond to guest requests via phone, chat, or internal systems (e.g., wake-up calls, housekeeping, engineering, amenities).


* Enter and track service requests in the hotel's system, ensuring timely follow-up and completion.


* Maintain a thorough knowledge of hotel services, hours of operation, and local information to assist guests.


* Communicate effectively with departments (Housekeeping, Engineering, Front Desk, F&B, Security, etc.) to coordinate guest needs.


* Handle emergency calls (fire alarms, medical emergencies, security concerns) by following established protocols.


* Monitor and maintain accuracy of service orders and logs to ensure guest satisfaction and proper recordkeeping.


* Uphold brand service standards, ensuring that every interaction reflects care, courtesy, and professionalism.

Qualifications and Skills


* Hotel experience preferred.


* Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.


* Ability to effectively deal with internal and ext...