Front Office Reception - Guest Service Agent (On-Call)

Halekulani Hotel • Honolulu, HI

4d

About The Position

The Guest Service Agent represents the hotel throughout a guest’s stay, from greeting and registering arriving guests to assisting with departure and settling charges. The role focuses on providing exceptional guest service, responding to inquiries and concerns, fulfilling guest requests, and promoting the hotel’s rooms, services, activities, and special events. Agents perform registration and cashiering functions, verify payment methods and follow credit procedures, coordinate room status and maintenance information with other departments, and handle mail, packages, messages, and information requests. This is an on-call position; agents must be available to work any day of the week and all shifts as needed. The position reports to the Front Office Manager and Managers on Duty and does not supervise other employees.

Requirements

• Previous experience in the hotel or travel industry.
• High school diploma, equivalent vocational training certificate, or some college; an equivalent combination of education and experience may meet the minimum qualifications.
• Ability to anticipate guest needs, respond promptly, and acknowledge guests.
• Strong organization, attention to detail, and ability to multitask.
• Ability to maintain positive guest relations.
• Ability to input and access information using a property management system, computers, and point-of-sale system.
• Ability to type 35 words per minute.
• Ability to work effectively with other departments and handle a multitude of tasks.
• Ability to handle hotel emergency procedures and situations with maturity and professionalism.
• Ability to work any day of the week and all shifts as needed.
• Ability to stand and walk for up to 8 hours during a shift and transport up to 40 pounds.
• Ability to bend, stoop, and lift items weighing 30 pounds or more may be required.

Nice To Haves

• Japanese speaking is highly preferred.

Responsibilities

• Greet and acknowledge arriving and departing guests and maintain a friendly, courteous, and professional manner.
• Register guests, assign rooms, fulfill special requests where possible, and follow established credit policies and procedures.
• Assist guests with settling charges at departure using available payment methods; balance shift work and cash drawers.
• Answer Front Office inquiries, including folio and credit card questions and requests for information from hotel departments.
• Handle guest issues and concerns, anticipate guest needs, and maintain positive guest relations.
• Quote room types and rates, check availability for current and future dates, and accept reservations, changes, and cancellations when needed.
• Pre-register individuals or groups, escort VIPs and returning guests when requested, and prepare key packets and registration cards.
• Issue key cards with appropriate controls and follow procedures for handling mail, packages, and messages.
• Use the property management system to run daily reports, block special requests, and access or enter information.
• Coordinate room status updates with Housekeeping, including check-outs, late check-outs, early check-ins, special requests, day-use rooms, and no-shows.
• Coordinate guest luggage and request follow-up with Concierge and Front Services staff.
• Coordinate guestroom maintenance requests with Engineering and Maintenance and keep support departments informed of relevant requests and information.
• Promote hotel rooms, services, facilities, and special promotions using suggestive selling techniques.
• Know hotel facilities’ operating hours, activities, and meetings, and understand the work of related hotel positions and departments.
• Follow hotel emergency, safety, and accident-prevention procedures; report unusual occurrences or requests to a manager.
• Maintain cleanliness, sanitation, organization, and neatness in work areas and the Front Office.
• Attend department meetings, cross-train in other hotel areas as needed, and perform other duties or projects assigned by management.
• Type at least 35 words per minute.
• Be prepared to work any day and shift as needed and to move between shifts in response to business demands.

What This Job Offers

• Education Level: High school or GED