Service Express Guest Service Agent Lead (Full Time)

Mauna Kea Resorts • Waimea, HI

1d

About The Position

The Service Express Guest Service Agent Lead is a working team member who performs guest-service and operational duties while providing day-to-day guidance, coordination, and support to coworkers. The Lead serves as a knowledgeable resource, helps organize workflow and communicate priorities, assists with training, promotes safe and efficient work practices, and supports departmental objectives. The role leads through experience and example, without supervisory authority or responsibility for hiring, discipline, performance evaluations, or other management functions.

The position handles resort telephone communications, wake-up calls, messages and facsimiles, room-service orders and dining reservations, and coordinates guest requests with applicable departments. It also supports the room-service team, promotes resort restaurants and facilities, and works according to sequence-of-service standards and standard operating procedures.

Requirements

• Read and write sufficiently to perform job duties.
• Obtain Department of Health TB clearance.
• Be pleasant and friendly.
• Be able to multitask.
• Be able to prioritize and organize workload.
• Be able to manage stressful and challenging situations.
• Be able to sit at a desk answering a phone for most of the shift.
• Communicate verbally and in writing with employees, managers, guests, and clients, including over the phone.
• Be able to work shifts and days determined by the restaurant manager.
• Be able to work more than 40 hours per week when needed.
• Be proficient in using a computer for reports and dining reservations.
• Be able to use a switchboard, telephone, radio, office equipment, and the resort’s POS system.

Responsibilities

• Answer and direct internal and external telephone calls through the resort switchboard in a friendly, efficient, and courteous manner, following standard operating procedures.
• Program and log wake-up calls and retrieve or input messages and facsimiles as requested.
• Coordinate resort communications, including emergency procedures, alarms, life-safety matters, and natural disasters.
• Take food and beverage room-service orders and process them using the resort’s POS system.
• Assign deliveries and other tasks to waithelp staff and ensure prompt service according to standards.
• Take dining reservations for resort restaurants and maintain knowledge of menus, operating hours, and entertainment.
• Contact applicable departments regarding guest requests or concerns.
• Suggestively sell and upsell menu items.
• Perform tasks consistently according to sequence-of-service standards and SOPs.
• Provide day-to-day guidance, coordination, and support to coworkers; help organize workflow, communicate priorities, assist with training, and promote safe and efficient work practices.
• Assist room-service waithelp as needed.
• Provide schedule information to food-and-beverage team members upon request.
• Recommend the resort’s restaurants and facilities to guests.
• Perform other related duties as assigned or required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed