Luxury Resort Guest Experience Manager

4 days ago

Lahaina, Hawaii, United States Royal Lahaina Resort Full time
Luxurious Guest Service Role at Royal Lahaina Resort

We are seeking a highly skilled and attentive Guest Service Agent to join our team at the prestigious Royal Lahaina Resort. This is an exciting opportunity to provide exceptional guest experiences and contribute to the resort's commitment to excellence.

As a Guest Service Agent, you will be responsible for delivering personalized service to all guests, ensuring their stay is memorable and enjoyable. Your primary focus will be on check-in, during their stay, and at checkout, while maximizing room revenue and occupancy.

  • You will greet and welcome guests in accordance with the resort's standards, providing a warm and inviting atmosphere from the moment they arrive.
  • Maintain proper operation of the PBX console and ensure all hotel standards are met, if applicable.
  • Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner, showcasing your excellent communication skills and knowledge of the resort.
  • Efficiently log and deliver packages, mail, and messages to guests and meeting rooms, demonstrating your ability to multitask and prioritize departmental functions.
  • Review the Front Office log and Trace File daily, staying up-to-date with any changes or updates.
  • Provide information to guests regarding restaurants, transportation, entertainment, and other amenities, showcasing your product knowledge and enthusiasm.
  • Adhere to cash handling and credit policies, maintaining the highest level of integrity and accuracy.
  • Stay informed about all rates, packages, and special promotions as listed in the Red Book, ensuring you can effectively promote them to guests.
  • Familiarize yourself with in-house groups and closed-out dates, understanding the importance of efficient room allocation and revenue management.
  • Take room reservations, following the rate-quoting scenario, and be prepared to answer any questions guests may have.
  • Develop a comprehensive understanding of hospitality terminology and emergency procedures, enabling you to respond effectively in any situation.
  • Efficiently handle check-ins and checkouts, using proper two-way radio etiquette when communicating with colleagues.
  • Demonstrate expertise in operating the Front Desk computer system, navigating various tasks and duties with ease.
  • Complete shift checklists and reports accurately and promptly, highlighting your attention to detail and organizational skills.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards, ensuring all financial transactions are accurate and up-to-date.
  • Market and maintain promotions and guest programs, enhancing the overall guest experience and driving revenue growth.
  • Maintain a clean and organized workspace, adhering to the resort's high standards of hygiene and presentation.

This role requires strong customer service skills, flexibility, and the ability to work long hours when necessary. The ideal candidate will possess excellent communication and problem-solving skills, with a positive attitude and a passion for delivering exceptional guest experiences.

Requirements
  • A college degree in a related field is beneficial, but not mandatory.
  • Prior experience in the hospitality industry, particularly in a similar role, is preferred.
  • A High School diploma or equivalent is required, along with basic computer skills and proficiency in MS Office.
  • Customer service experience is highly valued, as is flexibility and the ability to adapt to changing situations.
  • The successful candidate will be able to stand for extended periods and lift up to 20 pounds occasionally.
  • Excellent written and verbal communication skills are essential, with the ability to communicate effectively with colleagues and guests alike.
  • Maintaining a warm and friendly demeanor at all times is crucial, as is being proactive in addressing guest concerns and resolving issues efficiently.
  • The candidate should be able to multitask and prioritize departmental functions to meet deadlines, working well under pressure and maintaining a calm demeanor in challenging situations.
  • They should also be effective in handling problems, including anticipating, preventing, identifying, and solving issues as needed.
  • Basic math skills and the ability to maintain confidentiality of information are also essential.
  • The ideal candidate will demonstrate initiative, showing a willingness to anticipate guest or operational needs and take proactive steps to address them.
  • Additional responsibilities may include cross-training in other hotel-related areas and performing other duties as requested by management.
Estimated Salary: $18-$22 per hour

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