What are the responsibilities and job description for the Front Desk Associate position at Hawaii Volcanoes Lodge Company LLC?
Title: Front Desk Associate
Reports To: Front Desk Supervisor
Department: Lodging
Summary of Position:
Provide extraordinary hospitality to all guests and visitors relating to tours and company programs in addition to front desk duties involving efficient and timely reservations, check-ins / check-outs. Be an effective information resource regarding Park attractions and items of interest.
Responsibilities:
- In a professional and accurate manner, provide relevant information for all guest tours and company-sponsored programs relating to the Park
- Continually present guest programs with a positive and pleasant demeanor to enhance the guest experience
- Efficiently and professionally handle guest reservations and room assignments, accommodating special requests whenever possible, in a manner consistent with the company’s rate structure and policies
- Respond calmly and professionally to all guest complaints resolving issues as appropriate and escalate to management when necessary
- Keep front and back office areas organized and clean
- Communicate with emergency responders, when necessary, in a calm and effective manner
- Prepare daily deposit, drop receipts and follow all company cash handling procedures
- Assist other team members by sharing knowledge of Park and surrounding area
- Understand Company’s ISO (Environmental amp; Quality) management systems, policies, goals, and initiatives and meet the specific responsibilities within these areas
- Other duties per Duties Checklist and as assigned
- Fire Watch
Position Requirements:
- Provide excellent customer service to meet and exceed customer expectations
- Present a positive image of the company in an upbeat, professional manner
- Ability to work a variety of day, night, weekend and holiday shifts
- Ability to work independently
- Strong communication and interpersonal skills with the ability to interact, in a positive way, with many different personality styles
- Basic computer skills – Microsoft Office (Word, Excel, Outlook) and Room Master system
Knowledge and Experience:
Education: High school diploma or equivalent
Experience: Minimum 1 (one) year front desk/room registration experience
National Park/Resort experience