Agent, Front Office (Full Time)

AccorHotel•Kohala Coast, HI

2d•Onsite

About The Position

The Agent, Front Office cares for guests from arrival through departure, helping ensure a memorable experience. The role supports check-in and checkout, cashiering, guest recognition, guest requests, communications, and the promotion of hotel services. It also requires maintaining guest privacy, accurate guest and credit information, knowledge of hotel services and emergency procedures, and collaboration with other departments and the Front Office team.

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.
Strong attention to detail and service orientation; self-motivated and energetic.
Recognized commitment to guest service and exceeding guest expectations.
Self-motivation and organizational skills, initiative, ability to complete projects in a timely manner, and proven ability to work under pressure.
Operational knowledge and proficiency in a Property Management System (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.
Basic understanding of local languages, including ‘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 guest arrivals, and check guests into the system when necessary.
Welcome guests, register them, and issue room keys according to departmental standards and procedures.
Ensure members receive their benefits and provide repeat guests and VIPs with special recognition and service.
Prepare and send welcome cards and amenities to guest rooms before 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

Medical, drug, and vision benefits through a preferred provider at competitive prices.
Employer-paid group life and accidental insurance coverage of $7,500, with coverage available for family.
401(k)/retirement savings plan with matching.
11 paid holiday/personal days per year.
10 days of paid vacation, 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.