Guest Services & Room Service Reservations Agent

Westin-Hapuna-Beach-Resort; Waimea/Kamuela (HI); On-site; USD 22,000 - 30,000; Full time

Job summary

Westin Hapuna Beach Resort is seeking a Guest Service Agent to handle switchboard calls, wake-up logs, messages, and guest requests with courtesy and efficiency. You will coordinate resort communications, take dining reservations, and assist room service with orders using the POS system.

You will also support waitstaff with deliveries, upsell menu items, and ensure compliance with service standards while maintaining guest satisfaction.

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 through the resort’s switchboard.
• Program and log wake-up calls and input messages/facsimiles as requested.
• Coordinate communications within the resort, including emergency procedures, alarms, life safety, or natural disaster.
• Take food and beverage room service orders and process on the POS system.
• Assign deliveries and tasks to the waitstaff; insure prompt service.
• Take dining reservations; be knowledgeable in menus, hours and entertainment.
• Contact applicable departments regarding guest requests or concerns.
• Suggestive selling and upsell menu items.
• Perform duties per sequence of service standards and SOPs.

Skills

Verbal & written communication

Customer service

Multitasking

Tools

POS system

Switchboard/telephone

Job description

Westin Hapuna Beach Resort is seeking a Guest Service Agent to handle switchboard calls, wake-up logs, messages, and guest requests with courtesy and efficiency. You will coordinate resort communications, take dining reservations, and assist room service with orders using the POS system.

You will also support waitstaff with deliveries, upsell menu items, and ensure compliance with service standards while maintaining guest satisfaction.