Guest Service Agent

The-Kahala-Hotel-; East Honolulu (HI); On-site; USD 39,495 - 49,373; Full time

Job summary

Kahala Hotel & Resort in East Honolulu is seeking a friendly front desk associate to greet and register guests, escort them to their rooms, and communicate hotel services.

You will balance cash, process payments, verify credit cards, and prepare reports while delivering sincere hospitality. Shifts vary; full-time position with emphasis on accuracy and guest satisfaction.

Qualifications

• High School Diploma or GED preferred.
• College degree in hospitality management or similar field preferred.

Responsibilities

• Greet, register and service guests with sincere hospitality and effective communication.
• Maintain knowledge of hotel credit policies, balance a cash bank, and record guest payments.
• Prepare reports and balance guest accounts at night; handle various payments and currency exchanges.
• Assist guests with directions, services and hotel amenities; respond to requests and resolve issues.
• Verify and imprint credit cards; post charges to guest rooms and house accounts.
• Answer phones promptly and communicate messages to guests.

Skills

Hospitality

Customer Service

Communication

Cash Handling

Education

High School Diploma or GED

College degree in hospitality management (preferred)

Job description

Pay Range: ($28.67 - $35.84/ Hourly Compensation)

To greet, register and service guests with sincere hospitality and effective communication skills. Offers welcome and escort guests to their rooms. Maintains a thorough knowledge of hotel credit policies and procedures; maintains a cash bank; records and accounts for guests payments; prepares a variety of reports; responsible for nightly checking and balancing of guest's account.

Responsibilities

• Completes the registration process quickly and accurately by imputing and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Kahala Hotel & Resort marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Provides welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Offers welcome drink and information pertaining to available services, facilities, and amenities of the hotel during the escort of each guest to the room. Advise guests of emergency exits.
• Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.
• Greets customers immediately with a friendly and sincere welcome. Offers services and up sells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to understand requests or problems, responds with appropriate action, solutions and follows through. Provides accurate information such as outlets hours and local attractions.
• Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances as assigned house bank. Accepts and records vouchers, travelers checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.
• Balances and sells stamps. Responsible for the nightly checking and balancing of guests? accounts and preparation of various audit reports.
• Promptly answers the telephone using positive and clear English communication. Input messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers upon request.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger or stress.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens an extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion while displaying sincere concern.

Position Requirements

Education/Training Requirements

• High School Diploma or General Education Diploma preferred.
• College degree in hospitality management or similar field preferred.

Experience/Skill Requirements

• Six (6) months of previous hospitality industry strongly preferred.
• Six (6) months of previous customer service experience required.

SHIFTS will vary, are as needed, overnight, and weekends

Full-Time/Part-Time Full-Time

Shift Various Shifts

Number of Openings 1

Exempt/Non-Exempt Non-Exempt

Req Number FRO-26-00005

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characterisitic protected by law.

This position is currently accepting applications.