Guest Service Agent

Mauna Lani•Waikoloa Beach Resort, HI

6d•Onsite

About The Position

The Guest Service Attendant plays a crucial role in creating the initial impression of the resort for guests, setting the tone for their entire stay. This position involves managing all aspects of front office operations and guest services to ensure complete guest satisfaction. The successful candidate will thrive in a fast-paced, high-volume environment, consistently delivering a luxury guest experience. This is a casual position.

Requirements

Any combination of education and experience that provides the required knowledge, skills, and ability.
Ability to clearly and pleasantly communicate in English, both orally and in writing.
Ability to perform assigned duties with attention to detail.
Ability to interact in a polite, professional, and engaging manner.

Nice To Haves

Previous front office experience in a luxury hotel environment preferred.
Previous hospitality and cashiering experience preferred in a similar setting.
Experience in a luxury environment is preferred.

Responsibilities

Greet and acknowledge all arriving, in-house, and departing guests.
Escort guests to their rooms when required.
Be knowledgeable about all resort activities, outlets, and services.
Respond to all ALICE tickets and utilize ALICE for inter-departmental communication.
Check guests in and out of the hotel, ensuring all registration information is complete and accurate (guest name, address, email, method of payment).
Validate methods of payment upon arrival and departure.
Sanitize all equipment, tools, and storage locations throughout the shift.
Understand and explain rates, packages, inclusions, and room types/categories to guests.
Issue guest keys.
Maintain the registration desk to ensure a clean, neat, and professional atmosphere.
Understand accounting principles related to guest folios, ensure correct payment and posting of charges, and make adjustments to folios.
Complete daily postings to guest accounts, including hotel concessions, activity vouchers, and other resort activities.
Close out the end of the shift, balance all postings, adjustments, and transfers, balance the cash bank, make deposits, and record charges and credits to accounts.
Handle cash transactions according to established practice and policy, including making change, cashing checks, and exchanging foreign currency.
Answer department telephones, take same-day reservations, and handle future bookings when the Reservations Department is closed.