Guest Services Lead - Resort Concierge & Communications

Mauna Kea Resort; Waimea/Kamuela (HI); On-site; USD 42,000 - 64,000; Full time

Job summary

Mauna Kea Resort is seeking a Guest Service Agent Lead to handle switchboard duties, make wake-up calls, and coordinate resort communications. You will assist with food and beverage orders, dining reservations, and guest requests, using the on-site POS system and coordinating with multiple departments.

The role emphasizes service excellence, teamwork, and adherence to SOPs in a dynamic hotel environment on Hawaii’s island of Hawai‘i. Prior hospitality experience is beneficial.

Qualifications

• Read and write to perform job duties
• Department of Health TB Clearance
• Must be pleasant and friendly
• Must be able to multi-task

Responsibilities

• Answer and direct internal and external telephone calls in a friendly, efficient and courteous manner.
• Program and log wake-up calls.
• May retrieve and input messages and facsimiles as requested.
• Coordinate communications within the resort, including emergency procedures, alarms, life safety, or natural disaster.
• Take food and beverage room service orders, process orders on the POS system.
• Assign deliveries and other tasks to the waithelp; insure prompt service.
• Take dining reservations for resort restaurant; knowledgeable in the menus, hours of operation, and entertainment.
• Contact applicable departments regarding guest requests or concerns.
• Suggestive selling and upsell menu items.
• Consistently perform tasks as specified on sequence of service standards and SOPs.
• Perform other related duties as assigned or required.
• Assist room service waithelp as needed.
• Provide schedule information upon request to food and beverage team members.
• Recommend the resorts' restaurants and facilities to guests.

Job description

Mauna Kea Resort is seeking a Guest Service Agent Lead to handle switchboard duties, make wake-up calls, and coordinate resort communications. You will assist with food and beverage orders, dining reservations, and guest requests, using the on-site POS system and coordinating with multiple departments.

The role emphasizes service excellence, teamwork, and adherence to SOPs in a dynamic hotel environment on Hawaii’s island of Hawai‘i. Prior hospitality experience is beneficial.