Front Services - Front Services Attendant (On-Call)

Halekulani Hotel•Honolulu, HI

3d•Onsite

About The Position

As an integral part of a team, the Front Services Attendant (FSA) is responsible for continuously looking for ways to improve each guest’s experience. This includes providing exceptional guest service, transporting guest luggage to and from guest rooms, escorting guests to rooms, and informing guests of all hotel services and features. The FSA also provides exceptional guest service to driving guests/patrons’ vehicles, adheres to all local and state driving laws, and attends to the immediate needs of each guest upon arrival and throughout their stay. A thorough knowledge of all hotel services and amenities is required.

Requirements

Minimum one (1) year prior experience as a Front Service staff.
High school diploma or equivalent vocational training certificate.
Certification for CPR
Valid (State) driver’s license.
Clean driver’s abstract.
Ability to anticipate guest needs; respond promptly and acknowledge all guests.
Ensure familiarity with all hotel services/features to respond to guest inquiries accurately.
Must be highly organized, detail-oriented and have the ability to multi-task.
Ability to maintain positive guest relations at all times.
Ability to lift items up to 50 lbs.
Ability to stand/walk for up to 8 hours throughout work shift.
Ability to reach up to 7 feet.
Ability to endure various physical movements throughout the work areas.

Nice To Haves

Prior restaurant service and guest relations experience preferred.

Responsibilities

Greet and acknowledge all arriving/departing guests.
Maintain cleanliness, sanitation, and organization of work areas.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at any time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Transport guest luggage from the point of arrival at the hotel to their assigned room.
Transport guest luggage from the current room to reassigned room for room changes.
Transport guest luggage from their room to the point of departure from the hotel.
Assist in locating the guest’s lost luggage.
Correctly tag, store, and retrieve luggage from holding room.
Identify and explain hotel facilities and features to guests while escorting them to their room.
Place guest luggage inside room.
Identify and explain guest room features to include use of: air conditioning/heat units and thermostat controls, telephone, television in room, safe, lights, bathroom amenities, valet/laundry services, door lock.
Offer packing/unpacking service, explain pressing and laundry service.
Maintain accurate knowledge of scheduled functions within the hotel to direct guests to the correct locations.
Relay accurate directions to guests on inquiries about transportation within the local area.
Maintain accurate log record of guest calls for Bell Person assistance.
Answer Front Service telephone within three rings using correct greeting and telephone etiquette.
Remain in assigned post position, maintaining correct stance.
Deliver items to guest rooms promptly to include: messages, mail, packages, flowers, sundry items requested by guest, gift items.
Monitor and maintain appearance of lobby areas and luggage holding room.
Maintain cleanliness and condition of luggage carts.
Inspect vehicle for damage after parking at the garage and notate on the ticket.
Follow designated procedures for vehicle breakdowns and accidents.
Ensure security of vehicle keys.
Park vehicles in designated locations in the garage.
Perform all other duties as may be required or assigned.