Front Desk Associate

Hawaii Volcanoes Lodge Company LLC; Hawaii; On-site; USD 36,000 - 48,000; Full time

Job summary

Hawaii Volcanoes Lodge Company LLC is seeking a friendly front desk associate to support guest arrivals, reservations, check-ins and check-outs, and to serve as an information resource on park attractions.

The role requires excellent customer service, a positive professional image, reliability for day, night, weekend and holiday shifts, and basic computer skills including Word, Excel, Outlook and Room Master.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Minimum 1 year front desk/room registration experience.
• Customer service oriented with professional demeanor.

Responsibilities

• Provide relevant information for guest tours and programs relating to the Park.
• Present guest programs with a positive and pleasant demeanor.
• Handle reservations and room assignments, honoring requests within policy.
• Respond calmly to guest complaints and escalate when needed.
• Keep front and back office areas organized and clean.
• Communicate with emergency responders when necessary.
• Prepare daily deposits and follow cash handling procedures.
• Assist teammates with knowledge of Park and surrounding area.
• Understand ISO environmental and quality policies and responsibilities.
• Perform other duties as assigned.

Skills

Customer service

Communication

Interpersonal skills

Office software

Room Master system

Education

High school diploma or equivalent

Tools

Room Master system

Microsoft Office

Job description

Provide extraordinary hospitality to all guests and visitors relating to tours and company programs in addition to front desk duties involving efficient and timely reservations, check-ins / check-outs. Be an effective information resource regarding Park attractions and items of interest.

Responsibilities:

• In a professional and accurate manner, provide relevant information for all guest tours and company-sponsored programs relating to the Park
• Continually present guest programs with a positive and pleasant demeanor to enhance the guest experience
• Efficiently and professionally handle guest reservations and room assignments, accommodating special requests whenever possible, in a manner consistent with the company’s rate structure and policies
• Respond calmly and professionally to all guest complaints resolving issues as appropriate and escape to management when necessary
• Keep front and back office areas organized and clean
• Communicate with emergency responders, when necessary, in a calm and effective manner
• Prepare daily deposit, drop receipts and follow all company cash handling procedures
• Assist other team members by sharing knowledge of Park and surrounding area
• Understand Company’s ISO (Environmental & Quality) management systems, policies, goals, and initiatives and meet the specific responsibilities within these areas
• Other duties per Duties Checklist and as assigned

Position Requirements:

• Provide excellent customer service to meet and exceed customer expectations
• Present a positive image of the company in an upbeat, professional manner
• Ability to work a variety of day, night, weekend and holiday shifts
• Ability to work independently
• Strong communication and interpersonal skills with the ability to interact, in a positive way, with many different personality styles
• Basic computer skills – Microsoft Office (Word, Excel, Outlook) and Room Master system

Knowledge and Experience:

Education: High school diploma or equivalent

Experience: Minimum 1 (one) year front desk/room registration experience