Hotel Concierge – Guest Experience (Waikiki)
About The Position
Hawaii Tours is one of Hawaiʻi’s fastest-growing tour companies. We run the concierge desks at leading Waikiki resorts, where we help guests plan their stay and book the experiences that make their trip memorable. We are looking for a customer-focused, results-driven Hotel Concierge to join our team. You will assist hotel guests with everything from booking tours and activities to restaurant reservations, transportation and full vacation planning – ensuring a smooth experience from the first hello to the day of the tour. We want a true concierge professional: someone sharp, polished and able to thrive in a fast-paced resort lobby, who can multitask while keeping every guest interaction warm and personal.
Requirements
- High school diploma or GED
- At least 2 years of customer service experience
- Strong verbal communication and guest relations skills
- Sales-driven and motivated by commission-based earnings
- Sharp, organized and able to multitask in a fast-paced environment
- Professional, reliable and punctual
- Polished appearance suited to a luxury resort environment
- Coachable and eager to learn
- Familiarity with Hawaiʻi attractions, dining and activities, or willingness to learn quickly
- Ability to work weekends and holidays as needed
Nice To Haves
- Concierge, tourism or hospitality experience – highly preferred, but we will train the right candidate
- Previous sales experience in a commission-based role
- Bilingual Japanese speakers are a huge plus; Korean is also a plus
- Passion for Hawaiʻi’s culture and for sharing the aloha spirit with visitors
Responsibilities
- Welcome guests at your assigned resort concierge desk and engage them in a consultative, guest-first way
- Learn each guest’s interests and recommend tours, activities and experiences that fit their trip
- Actively promote and sell our in-house tours, owned and operated by Hawaii Tours, along with our preferred partner activities
- Book outside activities such as lūʻau, sunset sails, snorkel tours, helicopter tours and ziplines
- Make dinner reservations and arrange airport transfers and other transportation
- Help guests build day-by-day itineraries and make the most of their stay
- Provide directions, maps and local area information
- Clearly explain itineraries, pickup times, policies and booking details
- Process bookings accurately and keep booking records up to date
- Follow up on guest requests and resolve issues promptly
- Maintain a polished, professional presence that reflects the standards of our partner resorts
- Meet or exceed individual sales goals and work with leadership and teammates to support each location
Benefits
- Uncapped commission
- Free and discounted tours and activities for team members
- Hourly vs. commission, whichever is greater, plus tips
- Comprehensive sales and product training
- Ongoing coaching and clear paths to grow into senior desk and leadership roles
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
