Guest Service Agent - Front Desk

About the role

The Sunshine Suites Grand Cayman Island Resort, managed by Pyramid Global Hospitality, is looking for a motivated Front Desk Agent. The agent greets guests professionally, handles reservations and answers calls, and delivers exceptional guest service in a fast-paced environment.

Key responsibilities

• Perform check-in and check-out procedures while interacting warmly with guests.
• Process room reservations, including modifications, cancellations and room assignments.
• Handle payments (cash, credit/debit cards, room charges, third-party billing) and balance daily transactions accurately.
• Respond to guest inquiries, requests and concerns in person, by phone and via email or chat, and resolve complaints thoroughly.
• Upsell room categories, packages and hotel facilities.
• Coordinate with Housekeeping, Engineering, Concierge and other departments on early check-ins, late check-outs, extra amenities and maintenance issues.
• Issue keys and key cards, explain services, amenities, Wi-Fi and safety features.
• Maintain knowledge of room rates, promotions, packages and loyalty programmes.
• Occasionally support the switchboard, record and deliver wake-up calls, and assist with basic concierge services such as restaurant reservations, transport and tour bookings.
• Keep the front desk and lobby clean and organised, and help with group arrivals and departures.
• Complete end-of-shift duties, including cash drop, shift reports and handover notes, and attend daily briefings and training.

Required profile

• Minimum 3-4 years of hotel front desk experience.
• Degree or diploma in hospitality is advantageous.
• Advanced working knowledge of OPERA PMS is strictly required.
• Strong mathematical aptitude and proficiency in Microsoft Office, especially Excel.
• Fluent spoken and written English, outstanding interpersonal skills and a friendly, professional demeanour.
• Ability to stay calm, courteous and solution-oriented under pressure, with good attention to detail and multitasking in a high-volume setting.
• Flexibility to work early mornings, late evenings and nights, weekends and public holidays.