Front Office Concierge (Full Time)

Mauna Kea Resorts•Waimea, HI

2d•Hybrid

About The Position

The Front Office Concierge is responsible for providing exceptional service to guests by assisting them with various requests, including arranging transportation, booking activities and dining reservations, and ensuring a flawless experience for both new and returning guests. This role involves managing guest accounts, resolving concerns, and maintaining a warm and friendly demeanor at all times. The concierge must be knowledgeable about resort facilities, local attractions, and guest history to personalize service. The position operates from a concierge desk, which may be open-air, and requires proficiency in computer applications, telephone communication, and various office equipment.

Requirements

Must be pleasant, smiling and friendly.
Must be able to read and write to effectively perform job functions.
Must be able to multi-task.
Proficient in the use of a computer and with the applications Word, Excel, and other required software to perform essential duties.
Must have the ability to communicate verbally and in writing to employees, managers and guests/clients.
Ability to communicate over the phone.
Must be able to follow verbal or written instructions.
Able to deal with irate guests and remain calm and friendly.
Able to work under pressure, manage stressful situations and multi-task.
Able to sit at a desk to do administrative duties.

Nice To Haves

Knowledge of Big Island activities and attractions.

Responsibilities

Provide service or assist guests with arranging transportation, including flight reservations, booking recreational activities, dining reservations or with any other guest request.
Charge guest accounts for services or recreational activities purchased.
Providing personalized service to new & returning guests to ensure a flawless experience.
Book transportation, recreational activities, restaurant reservations and other guest request.
Post charges to guest account for services or activities.
Knowledge of Big Island activities and attractions.
Remain calm and courteous with demanding or difficult guests.
Resolve guest concerns or problems in a courteous and timely manner.
Must be warm and friendly at all times, greeting guest and personalizing their service using a professional manner (No Gum chewing, leaning, sitting and/or sluggish demeanor).
Notify supervisor of possible elevated problems with guests.
Knowledgeable of resort facilities, restaurant, events, and property.
Be able to receive and respond to guest by phone, e-mail, etc.
Familiar with guest’s history to provide personalized service or attention.
Perform other related duties as assigned or required.
Store, package and label monthly paper work in green box.
Organize concierge shelf to keep boxes, flyers, etc. off floor and doorway.
May assist with tour of the resort.
May transport guests to other areas on resort property.