Guest Service Agent

1 month ago

KailuaKona, Hawaii, United States realjobshawaii Full time

Become an integral member of our `ohana and create memorable guest experiences which make Royal Kona Resort the first choice for guests visiting the beautiful Kona coast As a member of this family-owned and operated resort, you will help each guest feel like family and will work alongside a diverse and dedicated team who share Aloha with our guests each day.

The Guest Service Agent is a service ambassador for the hotel. As a representative at the front desk, this position is often the first and last impression for our guest and extends courteous, hospitable service for the duration of a guest's stay.

The role of Guest Service Agent can provide you with:

  • The opportunity to make direct impact on the guest experience with prompt, personal service.
  • The opportunity to make empowered and informed decisions to deliver great service.

A typical shift for the Guest Service Agent may include the following responsibilities:

  • Providing a warm welcome to new arrivals, making guests feel right at home and providing an orientation of the facilities and available services.
  • Facilitating the check-in process, including accurately quoting pricing for hotel lodging accommodations with applicable room taxes, and obtaining valid means of payment.
  • Assisting with receiving incoming calls to the front office and fulfilling guest requests in a timely and efficient manner through collaboration with operational departments.
  • Facilitating the check-out process including providing detailed folios to guests to review all applicable charges.
  • Performing a variety of tasks related to the check-in process including room blocking existing reservations, preparing room arrival lists, and preparing key packets.
  • Collaborating with the Security team to ensure the safety and security of the property and promptly respond to incidents and emergencies.

Royal Kona Resort might be a great match for you if:

  • Providing personal and prompt guest service is a passion of yours---hospitality is our life
  • You enjoy interacting with diverse people; our clients originate from all over the world and our employees are just as diverse.
  • You seek autonomy to make empowered decisions within the parameters of company policies and procedures and take on responsibility with ease.
  • You do not shy away from resolving problems and like the challenge of turning potential issues into enjoyable experiences.


The ideal candidate is a detail-oriented, efficient, and self-motivated service professional. The ideal candidate possesses previous experience in hotel/resort front desk operations.

The ideal candidate will also possess the following knowledge, skills and abilities:

  • The ability to speak, read and write proficiently in the English language.
  • Proficiency with Microsoft Office products and the ability to master property management software.
  • Strategic time management skills to provide expeditious service while ensuring completion of assigned tasks.
  • Excellent communication skills through various methods including phone and two-way radio etiquette, and proficient written communication skills.
  • Strong mathematical skill to calculate charges including applicable taxes, with accuracy.
  • Working knowledge of credit policies and accounting principles and applicable Federal and State regulations.

Royal Kona Resort offers a competitive benefit package including the following benefits: medical, drug, dental and vision insurance for employees and eligible dependents; paid leave accrual benefits; observed holiday benefits; life insurance options; and retirement savings plan participation. All benefits are subject to eligibility criteria.

This position does not offer relocation assistance.

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