Guest Service Agent

JOB SUMMARY

The Guest Service Agent is a detailed-oriented front desk professional at the award winning Kaimana Beach Hotel on the Gold Coast of Waikīkī. They are responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

QUALIFICATIONS

• High School diploma or equivalent required.

• College course work in related field helpful.

• Experience in a hotel or a related field preferred.

• Clean driver's abstract required.

• Computer experience required.

• Customer Services experience preferred.

• Maintain a warm and friendly demeanor at all times.

• Must have excellent customer and communication skills - verbal and written, sales, and strong computer and hotel experience required.

• Must be available to work AM and/or PM shifts.

• Team player and able to work independently.

GENERAL REQUIREMENTS

• Maintain a warm and friendly demeanor at all times.

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

• Must be able to multitask and prioritize departmental functions to meet deadlines.

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

• Attend all hotel required meetings and trainings.

• Maintain regular attendance in compliance with Kaimana Beach Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

• Comply with Kaimana Beach Hotel Standards and regulations to encourage safe and efficient hotel operations.

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

• Must be able to cross-train in other hotel related areas.

• Must be able to maintain confidentiality of information.

FUNDAMENTAL REQUIREMENTS

• Responsible for greeting and welcoming guests with aloha in accordance with Kaimana Beach Hotel standards

• Full knowledge of hotel services, activities, and facilities.

• Knowledgeable of local attractions, Hawaiian history/neighbor island hotels and restaurants.

• Handling customer special requests or complaints; prepare work orders and assignments to other departments accordingly.

• Concierge services with knowledge of local activities and points of interest.

• Registers guests upon check-in and prepares bills upon check-out.

• Checks arrival and departure list.

• Review returnees and VIP guest list.

• Maintains records of reservations and guests’ accounts.

• Engage communication with guests through Ivy (smart texting platform).

• Daily updates of arrival/departure modification or special requests.

• Thorough knowledge of room categories, rates, and package plans and promotions.

• Ensure logging and delivery of packages, mail and messages to guests

• Answering general calls and queries related to potential booking.

• Books hotel reservations after business hours.

• Knowledge of cash handling procedures and check and credit card policies.

• Understands emergency procedures and knows how to act upon them.

• Fully trained for the overnight shift if scheduled.

• Adheres to safety, security, and sanitation rules.

• Perform other duties as requested by management.

PHYSICAL REQUIREMENTS

• Flexible and long hours sometimes required.

• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull. or otherwise move objects.

• Ability to stand during entire shift.