Front Office Agent (Full Time)

Mauna Kea Resort; Waimea/Kamuela (HI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Paid vacation

Dining and golf discounts

Job summary

Mauna Kea Resort in Hawaii seeks an HB Front Office Agent to warmly greet guests, check in/out, assign rooms, and handle inquiries. You will record charges, assist with restaurant reservations, transportation, and communicate with housekeeping and engineering to resolve guest needs.

This role requires professionalism at the front desk, cash handling, and the ability to multitask in a busy open-air lobby. The position offers benefits and opportunities to upsell services while delivering the

Qualifications

• Customer-focused service at the front desk in a resort environment.
• Ability to handle cash, coupons, and guest charges accurately.
• Strong communication skills for guests, team members, and supervisors.

Responsibilities

• Greet and assist guests at the front desk; register and check out guests.
• Rent and assign rooms and upsell when appropriate.
• Record guest charges and credits; handle cash transactions per policy.
• Assist guests with restaurant reservations, activities, and transportation.
• Coordinate with housekeeping and engineering on guest requests and issues.

Skills

Customer service

Front desk operations

Guest services

Cash handling

Phone etiquette

Tools

Word

Excel

POS systems

Job description

Job Description

Band 1U

HB Front Office Agent

Primary Responsibilities: Greet and assist guests in a friendly manner according to resort standards. Rent and assign rooms, keep a record of vacant/occupied rooms, and maintain a constant post at the front desk to register/check out guests, give information, present keys, and handle mail and messages. Coordinate with housekeeping and engineering on guest complaints, perform incidental tasks related to guest accounts, and handle cash and coupon transactions. Assist guests with restaurant reservations and transportation as needed.

• Maintain a constant post at the front desk for registering/checking-out guests, giving information, presenting keys, mail and messages.
• Greet and assist guests in a warm and friendly manner, personalizing service following resort standards and procedures.
• Assist guests with restaurant reservations, booking activities and transportation, providing directions and information about the Big Island and resort facilities.
• Record entries for charges and credits to guest accounts.
• Responsible for a cash bank and handle cash/credit card/check/coupon transactions according to established policies and procedures.
• Rent and assign rooms; upsell rooms.
• Keep a record of vacant and occupied rooms.
• Coordinate with housekeeping and engineering departments on guest complaints and requests.
• Inform guests of the resort’s Ocean Awareness Program.
• Respond to emergency situation, according to hotel procedures.
• Answer phone calls to the front desk and respond to the questions or forward calls to the appropriate person.
• Coordinate with bell staff on delivery of items to and from the guest rooms.
• Maintain a professional setting at front desk (No eating, gum chewing, using cell phones, or slouching).
• Perform other related duties as assigned or required.

Secondary Job Functions

• Generate reports as required.
• Escort guests to their room upon check-in if needed.
• Assist other positions in the department.

Working Conditions

• Work at the front desk located in the lobby; open air overhead covering.
• May be warm or windy due to weather conditions and open area.
• Air conditioned office environment.

Work Hours

• Able to work shift and days determined by the manager.
• Able to work in excess of 40 hours per week if needed.

Equipment Use

• Proficient in the use of a computer and with the applications Word, Excel, or other required software to perform essential duties.
• Proper and professional telephone etiquette.
• Various office equipment including but not limited to calculators, photocopiers, and facsimile machines.
• Key Card programmer, Electronic Data Capture.

Mental and Physical Demands

• Sit with upright posture for most of shift at the front desk.
• Able to deal with irate guests and remain calm and friendly.
• Able to work under pressure, manage stressful situations, and multi-task.

Communication Demands

• Able to verbally communicate in person and over the phone to employees, managers and guests.
• Able to follow verbal or written instructions.
• Must be pleasant, smiling and friendly.
• Must be able to read and write to effectively perform job functions.
• Must be able to perform general cashiering procedures.
• Must be able to multi-task.

Benefits: medical, drug, vision, and dental care; life insurance; paid vacation and sick leave; dining and golf discounts; and more.

Only qualified applicants for posted positions will be contacted by phone or email, as provided on the employment application form.