Guest Service Agent

Ko'a Kea Operations, LLC; Koloa (HI); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Pharmacy Insurance

401K

Referral Bonus

Paid Time Off

Birthday Holiday

Gone Fishing Holiday

Job summary

Ko’a Kea Operations, LLC is seeking a Guest Service Agent to create memorable experiences for hotel guests with warm, attentive service and a professional presence. You will assist with check-in/check-out, manage guest inquiries, and coordinate dining, activities, and transportation to enhance the guest stay.

The role requires strong English communication, knowledge of hotel operations, solid math and computer skills, and the ability to multitask in a fast-paced environment while ensuring guest

Qualifications

• Knowledge of the English language to effectively communicate with guests and colleagues.
• Knowledge of all hotel departments and functions.
• Basic math and computer skills.
• Ability to use Microsoft Office and PMS software.
• Active listening and quick learning in a fast-paced environment.

Responsibilities

• Create a hospitable guest experience with exceptional service.
• Assist with check-in/check-out and verify guest details.
• Plan activities and concierge services for guests.
• Maintain accurate room status and guest records.
• Respond to guest requests promptly and courteously.
• Coordinate reservations, dining, and transportation.
• Collaborate with housekeeping and engineering teams.

Skills

English fluency

Hotel guest service

Guest relations

Multi-tasking

MS Office / PMS

Problem solving

Education

High school diploma

Tools

Microsoft Office

PMS software

Job description

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth. Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment The hourly rate for this opportunity is $27.55 an hour plus Commission.

What You Will Accomplish

• The Guest Service Agent creates an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment.
• Our Guest Service Agents demonstrates attributes of a great Host by being aware and attentive to our guest’s needs; in addition, they create conversations and share a moment thereby making a real connection with our guests.
• A Guest Service Agent also assists with planning activities and offering concierge services to better than their vacation.
• Maintain warm, hospitable guest relations in all guest contact.
• Responding to individual guest needs as they occur.
• Assist guests with check in and check out processes (verifying registration, address and credit information, balancing bank, posting charges, assign rooms).
• Issue room key and escort guest to their room while providing guest with a brief overview of our property.
• Date-stamp, sort, and rack incoming mail and messages.
• Transmit and receive messages using all communication avenues.
• Coordinates all guest requests and informs guests of hotel services, features, room amenities, shopping, dining, entertainment, and travel directions.
• Coordinates, plans, and books things such as dining reservations, activities, and transportation for our guest.
• Maintain accurate record of room availability and rate.
• Compute bills, collect payment, and make change for guests.
• Make, confirm, and cancel reservations via all communication avenues.
• Post charges such as room, food, liquor, activity, spa, or telephone to guest bill.
• Sell items from retail shop to guests.
• Coordinate room status with housekeeping department.
• Coordinates with the Engineering team on any request or issue.
• Respond to and resolve all guest requests, complaints, or questions in a courteous and timely manner.
• Thoroughly completes projects and assignments professionally with care.
• Report all items in need of repair to supervisor and maintain equipment used in work.
• Protect guest safety and well-being.
• Adjusts to high pressure conditions and is open to change.
• Assumes responsibility for personal growth and development.
• Conducts him/herself (acts and dresses) professionally at all times; sets standards for all.
• Expresses ideas and conveys information clearly, effectively, and professionally.
• Works to resolve disagreements and is respectful of peers and co-workers.
• Scrupulously follows all Ko’a Kea Hotel & Resort policies and procedures.
• Perform other job duties as instructed by the department manager.

What You Will Bring

• Knowledge of the English language to effectively communicate with guests, associates, and vendors.
• Knowledge of all hotel departments and functions.
• Good mathematical and basic computer skills.
• Ability to accurately use various Microsoft Office and PMS software.
• Ability to actively listen to others.
• Ability to learn quickly and work in fast paced position with constant guest interaction.
• Ability to multi-task.
• Ability to stand for extended periods of time.
• Ability to lift, push and pull a minimum of 20 pounds.
• Ability to perform physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, standing and handling of materials.
• Ability to remain calm under pressure and resolve issues with professionalism.
• Willingness to work evenings, weekends, and holidays based on business needs.
• Ability to be a team player.

Great If You Have

• Must have knowledge of all hotel departments and events.
• Must have good mathematical and computer skills.
• High school education and relevant training and experience required.
• Additional education preferred.
• Knowledge of local area required.
• CPR and first aid training preferred.
• Additional language ability preferred.

Benefits

• Health Insurance
• Vision Insurance
• Dental Insurance
• Pharmacy Insurance 401K
• Referral Bonus
• Paid Time Off
• Birthday Holiday (Full-Time or Part Time Only)
• Gone Fishing Holiday (Full-Time Only)

Opportunities for advancement - We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

At Pacific Hospitality Group, we believe in empowering team members as entrepreneurial thinkers who create value through integrity, vision, humility, and personal accountability. Guided by the principles of Principled Entrepreneurship, we foster an environment where individuals are encouraged to challenge the status quo, act with purpose, and take ownership of their impact. We support our team in discovering their unique gifts, continuously growing their capabilities, and contributing meaningfully—not just to our business, but to the lives of our guests, communities, and one another. If you're ready to grow with a team that values fulfillment and humility, start your journey with us—discover the opportunities waiting for you at Pacific Hospitality Group.