Guest Services Representative

15 hours ago

Honolulu, Hawaii, United States Highgate Hotels Full time
Job Title: Guest Services Agent

Job Summary:

The Guest Services Agent is a key member of our Front Office team, responsible for providing exceptional service to our guests throughout their stay. This role requires a high level of attention to detail, excellent communication skills, and the ability to work in a fast-paced environment.

Responsibilities:

  • Greet and welcome guests in a friendly and courteous manner
  • Process check-ins and check-outs efficiently and accurately
  • Answer guest inquiries about hotel services, facilities, and hours of operation
  • Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
  • Review Front Office log and Trace File daily
  • Follow all cash handling and credit policies
  • Be aware of all rates, packages, and special promotions
  • Be familiar with all in-house groups and closed-out dates
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
  • Be familiar with hospitality terminology and emergency procedures
  • Handle check-ins and check-outs in a friendly, efficient, and courteous manner
  • Use proper two-way radio etiquette at all times when communicating with other employees
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system
  • Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
  • Balance and prepare individual paperwork for closing of shift according to hotel standards
  • Maintain and market promotions and guest programs
  • Maintain a clean work area
  • Assist guests with safe deposit boxes

Requirements:

  • College coursework in a related field is helpful
  • Experience in a hotel or related field is preferred
  • High School diploma or equivalent is required
  • Computer experience is required
  • Customer Service experience is preferred
  • Flexible and long hours are sometimes required
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
  • Ability to stand during entire shift
  • Maintain a warm and friendly demeanor at all times
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
  • Must be able to multitask and prioritize departmental functions to meet deadlines
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
  • Attend all hotel required meetings and trainings
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
  • Must be able to cross-train in other hotel-related areas
  • Must be able to maintain confidentiality of information
  • Must be able to show initiative, including anticipating guest or operational needs
  • Perform other duties as requested by management

Salary Range: $24.34 - $30.43 / hour

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