What are the responsibilities and job description for the Guest Service Agent position at Maui Beach Hotel?
About Us
People are the cornerstone of the Maui Beach Hotel experience. We believe in nourishing talent, motivating creativity, and advocating for inclusion, compassion and respect. Our associates grow and thrive at every level. As a result, our team members are at the top of their game. Known for getting it right the first time, they're empowered, original, and intuitively adaptive.
Want to work for a team that believes in you and what you can do? Take the first step towards a new career in hospitality now. Apply today.
Position Overview:
As a Guest Service Agent, you will be the first point of contact for our guests, providing a warm welcome, assisting with check-in/check-out procedures, and ensuring that guests have a memorable and comfortable stay. Your exceptional communication skills and dedication to guest satisfaction will play a vital role in creating a positive and enjoyable experience for our visitors.
Essential Functions
- Guest Reception: Warmly greet arriving guests, making them feel welcome and addressing any initial inquiries they may have.
- Check-In/Check-Out: Efficiently handle guest check-in and check-out procedures, ensuring accurate information, verifying identification, and processing payments.
- Reservations: Assist guests in making, modifying, and canceling room reservations while providing accurate information about room availability, rates, and hotel services.
- Information Resource: Serve as a knowledgeable resource for guests, offering information about hotel amenities, local attractions, and dining options.
- Customer Service: Provide exceptional customer service by addressing guest concerns, resolving issues, and ensuring their needs are met promptly and professionally.
- Room Assignments: Allocate guest rooms and keys based on reservations, special requests, and room availability, while maintaining an organized check-in process.
- Billing and Payments: Handle guest payments, process credit card transactions, and accurately manage financial transactions during check-in and check-out.
- Communication: Relay guest requests and special instructions to appropriate departments, ensuring a seamless guest experience.
- Phone and Email Correspondence: Answer incoming phone calls, respond to email inquiries, and provide information to potential guests, addressing their queries and concerns.
- Collaboration: Coordinate with housekeeping, maintenance, and other departments to ensure timely delivery of guest services and resolve any issues.
- Problem Solving: Effectively handle guest complaints or issues, finding appropriate solutions while maintaining a positive and professional demeanor.
- Upselling: Promote additional hotel services, amenities, and upgrades to enhance the guest experience and generate revenue.
- Front Desk Operations: Maintain a clean and organized front desk area, manage paperwork, and update guest information in the hotel management system.
Requirement & Qualifications
- High school diploma or equivalent. Additional hospitality training is a plus.
- Previous experience in a guest-facing role within the hotel industry is preferred.
- Excellent communication skills, both verbal and written.
- Strong organizational and multitasking abilities.
- Familiarity with hotel reservation systems and basic computer applications.
- Positive attitude and a genuine desire to provide outstanding guest service.
- Problem-solving skills and the ability to remain calm under pressure.
- Flexibility to work varied shifts, including evenings, weekends, and holidays.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
- Paid time off
- Group Life insurance
- Referral program
- Employee discount at Springboard Hospitality properties