Front Desk Guest Service Agent

Dana; Honolulu (HI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

401(k) plan

Paid time off

Discounted hotel stays

Job summary

Dana in Honolulu seeks a Guest Service Agent to assist guests with arrival and departure, handle payments, and provide information about hotel services.

The role emphasizes hospitality, accuracy in processing transactions, and maintaining a positive guest experience in a fast-paced Front Office environment.

Qualifications

• High school graduate or equivalent.
• Experience in customer service.
• Strong math skills.
• Clear English communication in person and by telephone.
• Data entry skills.
• Hospitality exposure preferred.

Responsibilities

• Check in and check out guests according to hotel procedures.
• Process payments accurately according to established requirements.
• Provide information to guests about hotel features, services, and policies.
• Maintain knowledge of room types, rates, and promotions.

Skills

Customer service

English communication

Data entry

Cash handling

Education

High school diploma

Some college

Tools

Computer systems

Billing software

Job description

Job Title: Guest Service Agent

Division: Front Office

Job Summary

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Job Duties

• Maintain complete knowledge at all times of hotel features, services, hours of operation, room types, rates, special packages, promotions, daily house count, room availability, scheduled group activities, policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Meet with supervisor to review daily assignments and priorities; meet with departing Front Desk Agent to review business status and follow‑up items.
• Access all functions of the computer system according to established procedures and standards.
• Set up work station with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk; accommodate all requests for information in a congenial manner.
• Process all guest check‑ins according to established hotel requirements; confirm reservation in system and review all noted information; for guests without a reservation, sell a room type as agreed upon.
• Register guest in computer, generate registration card, verify information, obtain backup payment details, and collect cash when designated.
• Assign guest rooms; advise guest of any messages, mail, faxes, etc.; inform guest of room safe, mini‑bar key, and room key procedures.
• Issue parking passes, validate valet parking tickets, and enter information in computer.
• Communicate services and amenities included in packages to guests; obtain proper identification for tax‑exempt guests and attach form to registration card.
• Obtain guest signature for designated paperwork; obtain Bell Person to escort guest and transport luggage to the room.
• Maintain guest history files on all guests; communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals).
• File registration cards and vouchers in bucket by room number.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them; follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Handle guest complaints according to the six‑step procedures, ensuring guest satisfaction; document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolution.
• Take, record, and relay messages accurately, completely, and legibly; distribute hotel personnel messages to appropriate individuals.
• Offer detailed information on the voicemail system to callers and guests wishing to leave a message; accept and record wake‑up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail; monitor, send, and distribute guest faxes.
• Document and confirm reservations and cancellations; block rooms in the computer and follow through on designated requirements.
• Pre‑register designated guests and prepare key packets; communicate pertinent guest information to designated departments/personnel.
• Generate, print, and distribute daily and weekly reports; resolve discrepancies on the room status report with Housekeeping.
• Match bucket check to in‑house guest ledger report; report discrepancies to manager.
• Process all check‑outs according to established hotel requirements; resolve any late charges; present folio to guest and resolve disputed charges; settle guest accounts following Accounting procedures; retrieve guest room key from guests.
• Request guest comments on their stay; process express check‑outs throughout the shift; handle requests for late check‑outs according to established procedures; conduct group check‑ins and outs according to established hotel procedures.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory, and guest information; file guest room keys and ensure the safekeeping of keys at the Front Desk.
• Adhere to all cashiering procedures; process adjustment vouchers, paid‑outs, correction vouchers, miscellaneous charges; make change for guests; cash guests' personal checks/travelers checks; post charges; settle room accounts; run closing reports; count bank at end of shift; complete designated cashier reports; balance receipts; drop receipts; secure bank; legibly document pertinent information in the log book.

Minimum Requirements

• High school graduate or equivalent.
• Previous experience in customer service.
• Ability to compute accurate mathematical calculations.
• Clear communication in English with guests, visitors, management, and coworkers both in person and by telephone.
• Ability to provide legible communication and directions.
• Some college or training in hospitality industry.
• Ability to input and access data on computer.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk.
• Ability to focus on guests' needs, remaining calm and courteous.
• Ability to think clearly, quickly, and make concise decisions.
• Ability to prioritize, organize, and follow up.
• Ability to work well under pressure of constant frequent arrivals and departures.
• Attention to detail; ability to maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access.
• Remain stationary at assigned post for extended periods of time.
• Work cohesively with other departments and coworkers as part of a team.

All positions require service‑minded team players with personable, enthusiastic, and outgoing personalities.

We offer many benefits for full‑time employees such as medical, dental, life insurance, 401(k), paid time off, discounted hotel stays and more.

Pre‑employment background screening is required as a condition of employment.

EEO/M/F/Vet/Disabled.