Front Desk Clerk - Ka Haku, a Hilton Club

Hilton Grand Vacations•Honolulu, HI

24d•Onsite

About The Position

Our Front Desk Clerk team members deliver a warm, professional, and elevated arrival and departure experience for owners and guests while managing check-in, check-out, and service inquiries in accordance with brand standards. Serves as a primary ambassador of the resort experience by demonstrating genuine hospitality, attention to detail, and a strong commitment to our Spirit of Service culture and Hilton values throughout the guest stay. A strong commitment to our Spirit of Service culture and Hilton Values is expected in all interactions with guests and team members.

Requirements

1+ Years Related Experience
High School Diploma or equivalent
Proficient in the English language to communicate clearly, professionally, and courteously with guests, owners, and team members, both verbally and in writing.
Ability to deliver service with warmth, professionalism, and discretion, particularly when addressing guest concerns or resolving service issues.
Strong interpersonal skills with the ability to remain calm, composed, and solution oriented in fast paced or high expectation environments.
Demonstrated ability to multitask, prioritize responsibilities, and maintain accuracy while managing competing guest needs.
Attention to detail when handling reservations, billing transactions, keys, and confidential guest information.
Flexibility to adjust schedules and cover shifts as needed to support operational demands.
Prior experience with cash handling and data entry, with a focus on accuracy and accountability.
Ability and willingness to learn and perform night audit procedures as required.
Ability to maintain professional grooming and adhere to appearance standards consistent with a luxury hospitality environment.
Ability to work a flexible schedule, including availability to work overnight shifts, weekends, and holidays as required by operational needs.

Nice To Haves

Associate’s Degree or college diploma
2+ Years Related Experience
Prior front desk experience in hospitality, resort, or related environments.
Experience working in a luxury, boutique, or high-end property, with an understanding of elevated cleanliness and presentation expectations.
Experience working in timeshare or resort operations
Familiarity with reservation systems or property management software such as Clarity.
Comfortable delivering concierge style assistance, such as providing local recommendations or coordinating guest requests.
Bilingual English/Japanese communication skills.

Responsibilities

Ensure every interaction with owners and guests is seamless, personalized, and memorable by delivering attentive service throughout the arrival, stay, and departure experience.
Anticipate guest needs, respond thoughtfully to requests, and maintain a high level of professionalism in all interactions.
Accurately enter and maintain guest information in the property management system.
Check room availability and assist with reservations, modifications, and special requests in alignment with operational and inventory guidelines.
Prepare arrival materials and welcome packets, coordinate bell services as needed, issue and control room keys, and maintain the security of safety deposit boxes.
Process invoices and payments accurately and in accordance with company procedures.
Serve as a central point of coordination for guest services by receiving housekeeping and maintenance requests, ensuring timely communication with appropriate departments, and following up to support guest satisfaction.
Review arrivals and departures, noting special requests, accessibility needs, VIP status, and service considerations to ensure a seamless guest experience.
Provide knowledgeable information about resort amenities, services, and local attractions, supporting a refined and informed guest experience.
Maintain a clean, organized, and polished front desk environment reflective of luxury standards.
Communicate essential information to oncoming shifts, report unresolved guest concerns to leadership, and support interdepartmental coordination as needed.
Support overnight Front Office operations, including night audit functions, as needed to ensure continuous coverage and operational continuity.
Ensure adherence to company policies, procedures, and safety standards, including attendance expectations and professional grooming standards.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now, Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.