Front Office Concierge (Full Time)

Mauna Kea Resorts•Waimea, HI

11d

About The Position

The Front Office Concierge provides personalized service to new and returning guests to help ensure a flawless experience. The role handles guest requests such as transportation arrangements, flight reservations, recreational activities, dining reservations, and other services, and posts charges for purchased services or activities to guest accounts. The concierge is expected to know Big Island activities and attractions, resort facilities, restaurants, events, and property details, and to address guest concerns courteously and promptly. The position works at an open-air concierge desk with overhead covering and may also involve working outdoors in varying weather conditions or in an air-conditioned office. The concierge communicates with guests by phone, email, and other means, performs administrative tasks, and may assist with resort tours or transport guests around the property.

Requirements

Must be pleasant, smiling, and friendly.
Must be able to read and write well enough to perform job functions.
Must be able to multitask.
Must be able to remain calm and friendly when dealing with irate guests.
Must be able to work under pressure and manage stressful situations.
Must be able to communicate verbally and in writing with employees, managers, and guests or clients.
Must be able to communicate over the phone.
Must be able to follow verbal or written instructions.
Must be proficient with a computer and applications such as Word, Excel, and other required software.
Must be able to work shifts and days determined by the manager.
Must be able to work more than 40 hours per week if needed.

Responsibilities

Arrange transportation, including flight reservations, recreational activities, dining reservations, and other guest requests.
Post charges to guest accounts for services or activities purchased.
Provide personalized service to new and returning guests.
Remain calm and courteous with demanding or difficult guests and resolve guest concerns or problems in a timely, courteous manner.
Greet guests warmly and professionally, personalizing service as appropriate.
Notify a supervisor of potential escalated guest problems.
Maintain knowledge of resort facilities, restaurants, events, property information, and Big Island activities and attractions.
Receive and respond to guests by phone, email, and other communication methods.
Use guests' history to provide personalized service or attention.
Perform other related duties as assigned or required.
Store, package, and label monthly paperwork in the green box.
Organize the concierge shelf and keep boxes, flyers, and other items off the floor and doorway.
May assist with tours of the resort.
May transport guests to other areas of the resort property.