Agent, Front Office (Full Time)

AccorHotel•Kohala Coast, HI

1d•Onsite

About The Position

The Agent, Front Office cares for guests from arrival through departure, helping ensure a memorable experience at Fairmont Orchid. The role assists with check-in and checkout, cashiering, guest registration, room keys, arrival preparations, and recognition of members, repeat guests, and VIPs. It also supports guest requests, communications, complaint handling, hotel service promotion, guest privacy, and front-office security and credit procedures. The position requires knowledge of hotel services, food and beverage outlets, safety procedures, and the Opera property management system, as well as participation in assigned briefings, meetings, and training. The position is part of a collaborative team focused on delivering luxury hospitality and exceptional guest experiences. Applicants must be legally eligible to work in the United States; the hotel cannot assist with obtaining U.S. work authorization.

Requirements

Ability to focus on guest needs while remaining calm and courteous.
Excellent reading, writing, and oral proficiency in English.
Ability to work cohesively and collaboratively as part of a team.
Detailed and service-oriented, with attention to detail.
Self-motivated and energetic.
Recognized commitment to guest service and exceeding guest expectations.
Organizational skills and initiative, with the ability to complete projects in a timely manner and work under pressure.
Operational knowledge and proficiency with a property management system, specifically Opera, and Microsoft Office (Word, Excel, and PowerPoint).
Must be legally eligible to work in the United States; the hotel cannot assist with obtaining U.S. work authorization.

Nice To Haves

Ability to speak other languages and a basic understanding of local languages, such as ‘Olelo Hawai’i, Ilocano, or Tagalog.

Responsibilities

Assist guests with check-in and checkout, along with other cashiering duties.
Review arrival lists, prepare compendiums before guests arrive, and check guests into the system when necessary.
Welcome and register arriving guests and issue room keys according to departmental standards and procedures.
Ensure members receive their benefits and that repeat guests and VIPs receive appropriate recognition and service.
Prepare and send welcome cards and amenities to rooms before guest arrival.
Coordinate with relevant departments to ensure guest requests and needs are met.
Update and maintain the repeat guest history system.
Promote inter-hotel sales and in-house facilities according to departmental standards to maximize revenue.
Handle guest complaints and comments tactfully and efficiently.
Handle guest mail and messages and answer phone calls.
Protect guest privacy and confidentiality by not disclosing guest details.
Monitor in-house credit matters and act on discrepancies.
Alert Security or the Duty Manager to suspicious people or articles.
Maintain complete knowledge of food and beverage services, outlets, and hotel services and features.
Attend briefings, meetings, and training as assigned by management.
Know and follow hotel fire, life-safety, and emergency procedures.
Maintain a high standard of personal appearance and hygiene.
Perform other reasonable duties assigned by hotel management.

Benefits

Premium preferred-provider medical, drug, and vision benefits at competitive prices.
Employer-paid group life and accidental insurance coverage of $7,500; additional coverage is available for employees’ families.
401(k)/retirement savings plan with matching.
11 paid holiday/personal days per year.
10 days of paid vacation that begin accruing immediately.
50% discounts at hotel restaurants.
30% discount on retail items at the Fairmont Store.
30% discount on services at Spa Without Walls.
Employee discounts at Accor properties and Friends & Family rates at more than 5,000 hotels worldwide.
Complimentary meals in the employee dining facility.