Front Office - Guest Service Agent

Human Resources•Koloa, HI

16h•$27•Onsite

About The Position

The Guest Service Agent creates an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment. Our Guest Service Agents demonstrates attributes of a great Host by being aware and attentive to our guest’s needs; in addition, they create conversations and share a moment thereby making a real connection with our guests. A Guest Service Agent also assists with planning activities and offering concierge services to better than their vacation.

Requirements

Knowledge of the English language to effectively communicate with guests, associates, and vendors.
Knowledge of all hotel departments and functions.
Good mathematical and basic computer skills.
Ability to accurately use various Microsoft Office and PMS software.
Ability to actively listen to others.
Ability to learn quickly and work in fast paced position with constant guest interaction.
Ability to multi-task.
Ability to stand for extended periods of time.
Ability to lift, push and pull a minimum of 20 pounds.
Ability to perform physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, standing and handling of materials.
Ability to remain calm under pressure and resolve issues with professionalism.
Willingness to work evenings, weekends, and holidays based on business needs.
Ability to be a team player.

Nice To Haves

Must have knowledge of all hotel departments and events.
Must have good mathematical and computer skills.
High school education and relevant training and experience required. Additional education preferred. Knowledge of local area required.
CPR and first aid training preferred.
Additional language ability preferred.

Responsibilities

Maintain warm, hospitable guest relations in all guest contact.
Responding to individual guest needs as they occur.
Assist guests with check in and check out processes (verifying registration, address and credit information, balancing bank, posting charges, assign rooms).
Issue room key and escort guest to their room while providing guest with a brief overview of our property.
Date-stamp, sort, and rack incoming mail and messages.
Transmit and receive messages using all communication avenues.
Coordinates all guest requests and informs guests of hotel services, features, room amenities, shopping, dining, entertainment, and travel directions.
Coordinates, plans, and books things such as dining reservations, activities, and transportation for our guest.
Maintain accurate record of room availability and rate.
Compute bills, collect payment, and make change for guests.
Make, confirm, and cancel reservations via all communication avenues.
Post charges such as room, food, liquor, activity, spa, or telephone to guest bill.
Sell items from retail shop to guests.
Coordinate room status with housekeeping department.
Coordinates with the Engineering team on any request or issue.
Respond to and resolve all guest requests, complaints, or questions in a courteous and timely manner.
Thoroughly completes projects and assignments professionally with care.
Report all items in need of repair to supervisor and maintain equipment used in work.
Protect guest safety and well-being.
Adjusts to high pressure conditions and is open to change.
Assumes responsibility for personal growth and development.
Conducts him/herself (acts and dresses) professionally at all times; sets standards for all.
Expresses ideas and conveys information clearly, effectively, and professionally.
Works to resolve disagreements and is respectful of peers and co-workers.
Scrupulously follows all Ko’a Kea Hotel & Resort policies and procedures.
Perform other job duties as instructed by the department manager.