Summary

The Guest Service Agent is the “front line” ambassador of the hotel and is responsible for delivering the highest level of professionalism and attention to detail in all of their interactions with the guest at the front desk. This position accurately records guest information, properly handles and/or remedies guest complaints, responds to guest inquiries accurately and promptly; and provides the guest with excellent customer service, by servicing and anticipating their needs with the Aloha spirit.

Essential Duties and Responsibilities include but are not limited to the following:

• Always greets guests in a friendly and professional manner according to hotel standards.
• Engages each guest as a unique individual and listen attentively to their requests.
• Performs accurate check-ins and check-outs of guests daily; and posts all guests charges accurately and promptly.
• Handles all personal guest information with confidentiality.
• Performs basic PBX functions and answers the telephone, receives and forwards messages and reservations in a timely and professional manner.
• Responsible for accurately counting the bank at the beginning and ending of each shift, balancing all departments and completing the deposit.
• Compile and correlate department figures and related material for the purpose of creating an accurate daily report and manual report.
• Satisfy guest requests for information and service; handles guest complaints accordingly.
• Provides guests with accurate information about the hotel facilities and amenities, and general information about the activities within surrounding area.
• Be available to show guests around the hotel and their guest room (as needed).
• Check bags for guests who wish to store them.
• Maintains current and ongoing knowledge of groups, VIP’s, transients and special events throughout the hotel.
• Maintains a professional and readily available presence at the front desk.
• Responsible for maintaining a neat and clean work area and communicating any office supply needs to the Front Desk Supervisor as needed.
• Monitors the presence and activity of non-hotel guests in the lobby.
• Responsible for monitoring daily email communications from all departments and taking appropriate action for follow-up items.
• Promptly communicates and follows-up with the appropriate departments to address rooms that require housekeeping and/or maintenance attention.
• Reports accidents that occur during shifts in a timely manner.
• Attends departmental meetings as scheduled.
• Reports to work on time/as scheduled and in uniform (name tag included) according to the hotel’s standards of appearance.
• All other miscellaneous responsibilities as assigned and deemed appropriate by management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Experience with travel industry reservations systems and hotel property management systems, preferred.
• Ability to communicate effectively and efficiently in English (speak, read, write) with guests, co-workers and management.
• Excellent interpersonal and organizational skills.
• Standard knowledge of and experience with Microsoft Office tools.
• Knowledge of database system development, preferred.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision.
• Ability to work under pressure with multiple deadlines.

Desired Skills/Education:

• High School diploma or equivalent vocational training

Additional Eligibility Requirements:

• Ability to communicate effectively through verbal and written modes of communication.
• Ability to read, write, listen to/hear and comprehend simple to complex instruction/direction.
• Has clerical experience and basic to complex math skills.
• Ability to exercise independent judgement and problem-solving skills.
• Bi-lingual a plus
• Valid Hawaii driver’s license

Other Qualifications:

Physical Demands - The physical demands described herein are representative of those that must be met by the Guest Service Agent to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the Guest Service Agent is regularly required to stand for long periods, ability to move distances, push/pull, touch, carry/lift, have manual dexterity, hear/listen, bend/stretch, drive and have clear speech. The Guest Service Agent must regularly lift, carry and/or move up to 20 pounds.

Specific vision abilities required by this job include seeing and color perception.

Work Environment – The work environment characteristics described here are representative of those the Guest Service Agent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Guest Service Agent may be subject to shift work, working alone or with others, and have constant verbal and in-person contact with hotel staff and guests. While performing the duties of this job, the employee is regularly exposed office/mechanical equipment, moving objects and indoor work conditions.

The noise level in the work environment is usually moderate.

Schedule Requirements:

• The Guest Service Agent must be flexible for scheduling; and available on nights, weekends and holidays (as necessary).

Job Types: Full-time, Part-time

Pay: $24.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person