Front Office - Guest Relations Agent

Halekulani Hotel•Honolulu, HI

10d•Onsite

About The Position

As an integral part of a team, the Guest Relations Agent (GRA-GEA-ROOMS CONTROL) is responsible for continuously looking for ways to improve each guest’s experience. The GRA-GEA-ROOMS CONTROL will serve as the liaison with guests and all operating departments to seamlessly deliver unique and memorable experiences. The role is expected to provide exceptional guest experience, project a helpful attitude, and provide all information and resources possible to fulfill guest requests and anticipate their needs. The GRA-GEA-ROOMS CONTROL is responsible for handling all communication from pre-arrival to post-departure.

Requirements

High school diploma or equivalent vocational training certificate.
Minimum two (2) years prior hospitality experience or equivalent.
Strong guest/customer service skills.
Fluency in speaking, reading, and writing in English.
Ability to work independently, deal with interruptions, and successfully manage multiple tasks.
Excellent communication skills, including face to face, email, and written correspondence.
Working knowledge of basic office machines and computer software (word, excel, outlook) and use of hotel applications.
Basic mathematical skills.
Ability to anticipate guest needs; respond promptly and acknowledge all guests.
Ability to research, locate, organize, and retrieve resources and information relating to guest needs/requests.
Ability to input and access information in a property management system and applications alike.
Ability to work harmoniously in a team setting with fellow colleagues, guests, and management.
Must be highly organized, detail-oriented, and have the ability to multi-task.
Must exhibit a poised and professional image and positive voice image.
Must be able to work various days and/or evenings, including weekends and holidays pending business demands.
Must be physically able to access all work areas and perform all tasks and services required to fully perform the requirements of the job.
Duties require sitting, standing, walking, lifting, bending, and stretching.
Requires being able to adapt quickly to changing conditions.
May require lifting, carrying materials weighing up to 40lbs.
Requires working under pressure and meeting deadlines; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships.
Must have outgoing and positive attitude in dealing with guests, management, and employees.
Requires ability to speak clearly to staff, managers, and guests to give instructions and explanations; ability to listen to and understand managers, staff, and guests; ability to receive and give instructions via telephone, computer messages, face-to-face, and in writing.
Able to handle multiple priorities; anticipate needs of the company and guests; resolve customer service issues.

Nice To Haves

Experience with property management system helpful.
Fluency in the Japanese language is preferred.
Creativity to solve new or unique guest issues.

Responsibilities

Serve as the point of contact for arriving guests via email/phone call.
Answer the phone in a courteous and professional manner within 3 rings.
Keep abreast of information about the local economy and tourism.
Coordinate guest requests/special services and communicate with appropriate departments.
Serve as a liaison between the Hotel and Guest, including responding to guest concerns and greeting/escorting special guests.
Maintain current and comprehensive knowledge of city activities, partners, hotel outlets, features, services, and menu items.
Recommend attractions, entertainment, or facilities, give accurate directions, and book reservations.
Anticipate guests’ needs and respond promptly.
Respond to guest requests via the ALICE application.
Perform administrative duties such as updating logbook, directory, and email.
Maintain accurate cash bank, vendor, and office supplies.
Perform room assignments according to preference(s).
Register guests using the application.
Reconcile all vouchers and billings, ensuring accurate charges and commissions.
Handle all cash transactions for guests and tour activities.
Check out guests and prepare folios.
Handle foreign transactions.
Work closely with other departments to rectify guest opportunities.
Establish rapport with frequent visitors and keep Guest History updated for future reference.
Be accountable for maintaining guest history records.
Handle communication needs during emergency situations and understand the Simplex Emergency Panel.
Maintain cleanliness, sanitation, and organization of work areas at all times.
Act as the “eyes and ears“ for the security of the Hotel.
Perform other related duties as may be required or assigned by management.