Front Desk Agent

Robert's Hawaii, Inc. • Honolulu, HI

19h • $20

About The Position

The Front Desk Agent provides quality guest service by checking hotel guests in and out, handling PBX operations including mail and messages, taking reservations, and providing concierge services in a gracious and professional manner. The role requires accuracy in daily account procedures and maintaining knowledge of hotel services, room details, rates, arrivals, departures, and availability.

The position involves standing and walking for sustained periods, handling objects and luggage, communicating detailed information, and using a computer terminal. The work environment is not substantially exposed to adverse conditions, and some remote work may be necessary. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

• Preferred: 6 months of experience in a similar capacity.
• Punctuality and regular, reliable attendance.
• Honesty and integrity.
• Ability to work under pressure during guest check-in and check-out and handle multiple tasks simultaneously.
• Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
• Ability to communicate satisfactorily in English by speaking, reading, and writing with guests, coworkers, and management.
• Ability to solve practical problems involving varied concrete variables and limited standardization.
• Ability to deal effectively with internal and external customers, including those requiring patience, tact, and diplomacy to defuse anger.
• Strong verbal and written communication, accurate and punctual reporting, presentation and information-sharing skills, and good listening skills.
• Computer skills, adaptability to new technology, ability to learn new programs quickly, and use of computers to improve productivity.
• Ability to stand and walk for sustained periods.
• Ability to exert up to 50 pounds of force occasionally, up to 20 pounds frequently, and up to 10 pounds constantly to move objects.
• Ability to grasp, bend, stoop, push or pull heavy loads, and lift or otherwise move packages, boxes, and luggage.
• Ability to convey detailed spoken instructions and receive detailed information through oral communication, with fine discrimination in sound.
• Close visual acuity to prepare and analyze data and figures and view a computer terminal.

Nice To Haves

• Six months of experience in a similar capacity is preferred.

Responsibilities

• Check hotel guests in and out in a confident, professional, and friendly manner.
• Anticipate guest needs, respond promptly, and acknowledge guests regardless of workload or time of day.
• Provide prompt, knowledgeable, gracious, and efficient telephone service, ensuring information is complete and accurate.
• Review arrivals, note special requests, and block rooms as necessary.
• Complete all items on shift checklists.
• Perform shift bucket checks to verify guest names and addresses, room rates, guest counts, and credit card information.
• Follow proper credit card procedures, including swiping cards and obtaining guest signatures on registration slips.
• Follow cashiering procedures, including opening, securing, and balancing shift banks and verifying cash and credit card transactions.
• Issue guest safety deposit boxes upon request.
• Advise guests of messages, mail, faxes, and other items received for them.
• Communicate hotel services and amenities to guests.
• Take, record, and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests.
• Provide concierge service using knowledge of local restaurants, special events, city attractions, and guest amenities.
• Keep the front desk and lobby areas clean and well organized.
• Assist with reservation calls professionally.
• Maintain current knowledge of hotel features and services, operating hours, room types and locations, rates and promotions, daily occupancy, expected arrivals and departures, and room availability.
• Balance miscellaneous income departments against vouchers and property management system totals.
• Perform other related duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed