Service Express Guest Service Agent Lead (Full Time)

Westin-Hapuna-Beach-Resort; Waimea/Kamuela (HI); On-site; USD 42,000 - 58,000; Full time

Job summary

Westin Hapuna Beach Resort in Hawaii seeks a Guest Service Agent Lead to manage front desk and communications, answer calls, take reservations, and coordinate guest requests.

You will supervise waitstaff during peak periods, train teammates, and ensure service standards are met while collaborating with resort departments to handle emergencies and guest satisfaction. This role requires courteous, multi-tasking professionals with strong communication and POS experience.

Qualifications

• Read and write to perform job duties.
• Must be pleasant and friendly.
• Ability to multitask.
• Strong communication with guests and staff.

Responsibilities

• Answer and direct internal and external telephone calls in a friendly and courteous manner.
• Program and log wake-up calls.
• Retrieve and input messages and facsimiles as requested.
• Coordinate communications within the resort, including emergencies and life safety.
• Take food and beverage room service orders and process on the POS system.
• Assign deliveries and tasks to waitstaff; ensure prompt service.
• Take dining reservations; know menus, hours, and entertainment.
• Contact departments regarding guest requests or concerns.
• Assist room service waitstaff as needed.
• Provide schedule information to food and beverage team members.
• Recommend resort restaurants and facilities to guests.

Skills

Read & write

Multitasking

Customer service

Communication

Education

TB Clearance

Tools

POS system

Switchboard operation

Telephone handling

Job description

Band 1U

RT Svc Expr Guest Service Agent Lead

Primary Responsibilities

Answer and direct internal and external telephone calls in a friendly, efficient and courteous manner through the resort's switchboard, following standard operating procedures. 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 orders for room service, process orders on the resort's POS system. Assign deliveries and other tasks to the waithelp staff. Insure prompt service according to standards. Take dining reservations for all restaurants and is knowledgeable in the menus, hours of operation and entertainment. Contact applicable departments regarding guest requests or concerns.

Lead Role

The Lead Person is a working member of the team who performs operational duties while providing day-to-day guidance, coordination, and support to coworkers. Serving as a knowledgeable resource, the Lead Person helps organize workflow, communicate priorities, assist with training, promote safe and efficient work practices, and support the successful completion of departmental objectives. This position leads through experience and example rather than supervisory authority and does not have responsibility for hiring, discipline, performance evaluations, or other management functions.

Essential Duties

1. Answer and direct internal and external telephone calls in a friendly and courteous manner.


2. Program and log wake-up calls.


3. May retrieve and input messages and facsimiles as requested.


4. Coordinate communications within the resort, including emergency procedures, alarms, life safety, or natural disaster.


5. Take food and beverage room service orders, process order on the POS system.


6. Assign deliveries and other tasks to the waithelp; insure prompt service.


7. Take dining reservations for resort restaurant; knowledgeable in the menus, hours of operation, and entertainment.


8. Contact applicable departments regarding guest requests or concerns.


9. Suggestive selling and upsell menu items.


10. Consistently perform tasks as specified on sequence of service standards and SOPs.


11. Perform other related duties as assigned or required.

Other Duties

1. Assist room service waithelp as needed.


2. Provide schedule information upon request to food and beverage team members.


3. Recommend the resorts' restaurants ad facilities to guests.

Working Conditions

1. Ordinary office conditions in room service.

Work Hours

1. Able to work shift and days determined by the restaurant manager


2. Able to work more that 40 hours per week when needed

Equipment Use

1. Proficient in the use of a computer for reports and dining reservations.


2. Switchboard, telephone and radio


3. Various office equipment including but not limited to calculators, photocopiers, stapler and facsimile machines.


4. Ability to use the resort's POS system

Mental and Physical Demands

1. Able to prioritize and organize workload


2. Able to manage stressful and challenging situations.


3. Able to sit at a desk answering a phone for most of shift.

Communication Demands

1. Able to communicate verbally and in writing to employees, managers and guests/clients.


2. Ability to communicate over the phone.

Minimum Qualification Requirements

1. Read and write to perform job duties


2. Department of Health TB Clearance


3. Must be pleasant and friendly


4. Must be able to multi-task