Prince Waikiki: Guest Service Ambassador (On-Call)

Prince Waikiki•Honolulu, HI

4d•Onsite

About The Position

As an integral part of the team, is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to being the guest’s liaison with both hotel and non-hotel services. Provide prompt and courteous service, assist in registration and departure service. Assist in maintaining daily department operations.

Requirements

Must be proficient in English (oral and written) to effectively perform job functions
Must be able to perform general cashiering procedures
Must be able to multi task and be organized
Minimum 2 years or more hotel experience
Ability to bend, stoop and lift 30 pounds or more may be required
Ability to stand for up to 8 hours or more during work shift
Must be able to handle irate guest while remaining calm and friendly
Must be able to work under pressure, manage stressful situations and multi task
Must be able to endure various physical movements throughout the work areas
Must be able to verbally communicate in person and over the phone
Must be able to follow verbal or written instructions
Ability to use 10-key by touch
Be able to use a computer and type 35 words per minute

Nice To Haves

Ability to cross-train in other areas of hotel as needed to understand the hotel operations

Responsibilities

Greet and acknowledge internal and external guest using the 10/5 rule
Maintain cleanliness and organize work areas at all times
Provide friendly, courteous and professional service at every interaction
Ability to communicate effectively, prioritize and multi task with various guest
Must be highly organized and detailed oriented
The ability to register guests with emphasis on fulfilling requests, following special handling instructions and adhering to credit policies and procedures
Assign rooms and accommodate special request whenever possible
Knowledge of room locations, type of inventory, room rates and availability
Use suggestive selling techniques to upsell rooms and services
The ability to work well and closely with internal departments to ensure guest request and services are followed through
The ability to handle guest problems and complaints in a timely manner with a Win Win resolution
Be able to work varies shifts including the overnight 10pm – 6am
The ability to handle emergency procedures and situations while being calm and professional
The ability to perform tasks and projects as delegated by Management
Process a working knowledge of the Reservations Department, take same day reservations and future reservations when necessary.
Know cancellation procedures and policy
Coordinate room status updates with the Housekeeping Department of check-outs, late check-outs, early check-ins and any rooms related discrepancies
Use proper phone etiquette
Ability to use 10-key by touch, be able to use a computer and type 35 words per minute
Ability to bend, stoop and lift 30 pounds or more may be required
Ability to cross-train in other areas of hotel as needed to understand the hotel operations
Know all safety and emergency procedures. Be aware of accident prevention policies - See something Say something
Generate reports as required
Roll Oshibori towels
Sweep and vacuum