What are the responsibilities and job description for the Guest Service Agent position at Waikiki Resort Hotel by Sono?
Company Description
Waikiki Resort Hotel by Sono is a 275-room full-service property located just steps from the famous Waikiki Beach. The hotel is known for offering strong value in one of Hawaii’s most popular destinations. Team members join a hospitality environment focused on warm service, guest satisfaction, and a welcoming island experience.
Role Description
The Guest Service Agent (GSA) is responsible for delivering exceptional guest service and ensuring the smooth and efficient operation of the Front Desk. As one of the first and last points of contact for our guests, the GSA represents the hotel and is expected to provide a welcoming, professional, and positive experience throughout the guest’s stay.
The GSA is responsible for assisting guests with check-in and check-out, processing payments, managing reservations, and room assignments, responding to guest requests and concerns, and providing accurate information about hotel services and amenities. The position requires strong communication and organizational skills, attention to detail, and the ability to remain professional and calm while handling multiple tasks or challenging situations.
The GSA works closely with Housekeeping, Engineering, Security, Bell Services, Food & Beverage, and Management to address guest needs and maintain efficient hotel operations. The position is also responsible for accurately documenting guest concerns, incidents, requests, and other information necessary to ensure proper communication between shifts and departments.
The ideal candidate must be dependable, customer-focused, professional, and able to work effectively in a fast-paced hotel environment while maintaining a positive attitude and a high standard of service.
**The candidate must be flexible and available to work multiple shifts, including mornings, afternoons, evenings, weekends, holidays, and overnight shifts, based on the operational needs of the hotel.
Experience & Education
- Previous hotel, hospitality, customer service, or Front Desk experience preferred.
- High school diploma or equivalent preferred; hospitality or tourism education/training is a plus.
Skills & Competencies
- Excellent customer service and interpersonal skills with a professional, friendly, and positive attitude.
- Strong verbal and written communication skills.
- Ability to remain calm and professional when assisting difficult or upset guests.
- Strong problem-solving skills and ability to use good judgment when addressing guest concerns.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong attention to detail and accuracy.
- Ability to work independently and collaboratively as part of a team.
- Dependable, punctual, and willing to assist other departments as needed.
Technical & Operational Skills
- Basic computer skills and ability to learn hotel systems; experience with Opera Cloud is a plus.
- Ability to accurately handle credit card transactions and other forms of payment.
- Ability to maintain confidentiality of guest and hotel information.
- Ability to follow hotel policies, procedures, safety standards, and security protocols.
Availability & Job Requirements
- Must have flexible availability to work various shifts, including overnight shifts, weekends, and holidays.
- Ability to stand and walk for extended periods.
- Must maintain a professional appearance and follow hotel uniform and grooming standards.