Front Office Reception

Front Office Reception - Guest Service Agent (On-Call) Halekulani, 2199 Kalia Road, Honolulu, Hawaii, United States of America Req #729 Saturday, August 10, 2024 LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service." As an integral part of a team, the Guest Service Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to greeting, registering guests upon entering the property and assisting the guest to settle their charges upon departure in accordance to hotel standards. The Guest Service Agent is perhaps the most noticeable personnel in a hospitality operation. They represent the hotel to the guest throughout all stages of the guest’s stay. In many cases, the Guest Service Agent is the first person a guest sees upon entering the property and the last person the guest sees on leaving. The guest might call a Guest Service Agent with questions about the dining room menu, lounge entertainment, shuttle service to the airport, or about any other service or activity on the property. The traditional duties of a Guest Service Agent center on guest registration and cashiering. But as our society, economy, and workforce become increasingly service-oriented, an increasing emphasis will be placed on guest relations. More and more, the Guest Service Agents must be skilled, talented people who truly enjoy working with people from many cultures. When appropriate, the Guest Service Agents perform registration and cashiering functions. They determine a guest’s reservation status and identify how long the guest needs and wants to stay. The Guest Service Agent helps guests complete registration and then assign rooms accommodating special requests whenever possible. Agents verify the guest’s method of payment and follow established credit-checking procedures all in the comfort of the guest’s room. The Guest Service Agent works closely with the Housekeeping Department in keeping room status reports up to date. Requests for maintenance and repair work are also coordinated at times through the Guest Service Agent. The Guest Service Agent must also know how to recognize and respond to suspicious or emergency situations. Finally, the Guest Service Agent must be sales-minded. A guest who has never stayed at the hotel will not know what the property has to offer. A returning guest may not know about new services or options. It is up to the Guest Service Agent to sell the guest on the hotel’s rooms and services. Guest Service Agents do not need to use hard sell techniques. Rather, they should present options and alternatives to guests and offer assistance in making choices. ESSENTIAL FUNCTIONS Able to work any day during the week and all shifts as needed. Assist guests with settling their charges upon departure with all methods of payment in accordance with hotel standards. Greet and acknowledge all arriving/departing guests. Maintain cleanliness, sanitation, and organization of the work areas at all times. The ability to display a friendly, courteous, and professional manner in all dealings with guests, patrons, and other employees. The ability to assign rooms, welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. Understand room status and room status tracking. The ability to quote and be familiar with room types and rate availability for current and future dates. The ability to accept reservations, changes, and cancellations in the absence of the reservations staff. The ability to pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested. The ability to work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest’s requests. The ability to handle guest issues or concerns. The ability to handle a multitude of tasks. The ability to utilize the property management system in running daily reports and blocking special requests. The ability to keep all support departments informed of necessary information or requests. The ability to complete key packets and modify registration cards. The ability to recite hours of operation of all hotel facilities. The ability to understand the tasks performed by a PBX Operator, a Reservation Agent, a Concierge, and a Housekeeper. The ability to handle hotel emergency procedures and situations with maturity and professionalism. The ability to perform tasks and projects as delegated by the Manager on Duty, Front Office Manager, or Director of Front Office Operations. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Coordinate room status updates with the Housekeeping Department. Possess a working knowledge of the Reservations Department, take same-day reservations and future reservations when necessary. Know cancellation procedures. The ability to issue out key cards with proper controls so that keys are given only to registered guests. Use proper mail, package, and message handling procedures. Be aware of daily activities and meetings taking place in the hotel. Coordinate guestroom maintenance work with the engineering and maintenance division. Report any unusual occurrences or requests to the manager or designated manager. Know all safety and emergency procedures. Be aware of accident prevention policies. Maintain the cleanliness and neatness of the Front Office area. Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. Be aware that bending, stooping, and lifting items weighing 30 pounds or more may be required. The ability to type 35 words per minute. The ability to work well with other departments. The ability to cross-train in other areas of the hotel as needed. Balance daily shift work and cash drawers. Answer and respond to inquiries at the Front Office, including folio requests from guests, credit card inquiries, and requests for information from other departments within the hotel. Greet and acknowledge all arriving/departing guests. Be friendly, courteous, and professional in all dealings with guests, patrons, and other employees. Perform all other duties as may be required or assigned. SUPERVISORY REQUIREMENTS Reports To: Front Office Manager and Managers on Duty EDUCATION/EXPERIENCE Previous experience in the hotel/travel industry. High school diploma or equivalent vocational training certificate, some college. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position. KNOWLEDGE, SKILLS, & ABILITIES Japanese speaking highly preferred. Ability to anticipate guest needs; respond promptly and acknowledge all guests. Must be highly organized, detail-oriented, and have the ability to multi-task. Ability to maintain positive guest relations at all times. Input and access information in the PMS, the property management system/computers/point of sales system. PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to transport up to 40 lbs. Ability to stand/walk for up to 8 hours throughout work shift. WORK ENVIRONMENT Indoor, air-conditioned environment. Outdoor, non-air-conditioned environment. Exposure to variable temperatures and weather conditions. Exposure to fumes; dusts; chemicals; and odor hazards. Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. #J-18808-Ljbffr