Guest Services Representative

2 weeks ago

Honolulu, Hawaii, United States US Commander, Navy Installations Full time
Position Overview
This role is essential in delivering exceptional customer service and ensuring the safety and satisfaction of all guests. The Front Desk Associate will be responsible for various tasks that contribute to the smooth operation of the front desk and lobby area.

Key Responsibilities
1. **Guest Security and Privacy**: Maintain the security of all guests at all times and ensure their privacy is respected.
2. **Customer Interaction**: Exhibit a friendly demeanor and positive attitude; effectively communicate with guests, answering inquiries about hotel amenities and local attractions.
3. **Complaint Resolution**: Assist in addressing customer complaints, escalating to management when necessary.
4. **Reservation Management**: Utilize the Property Management System (PMS) to manage guest information, reservations, and check-ins/check-outs.
5. **Financial Transactions**: Verify registration details, secure credit card information for incidental charges, and manage cash handling procedures.
6. **Room Assignments**: Register guests, assign rooms, and provide room keys or cards, while keeping accurate records of occupied rooms and guest accounts.
7. **Inventory Management**: Oversee the inventory of keys and supplies at the front desk, ensuring the area remains clean and organized.
8. **Reporting**: Generate and print various reports from the PMS as required, including expected arrivals and departure lists.
9. **Communication**: Answer phone calls, transfer calls to appropriate departments, and log maintenance requests.
10. **Lost and Found**: Manage lost and found items, contacting guests as necessary.

Supervision
This position operates under the direct supervision of the Front Desk Associate Leader or Supervisor, who provides general guidance and oversight.

Work Environment
The role is primarily conducted indoors, requiring extended periods of standing and walking. The work environment is typically well-lit and ventilated.

Qualifications
Preferred candidates will have at least six months of experience in hospitality operations, possess strong communication skills, and be proficient in using computer systems. A valid state driver's license may be required, and the ability to handle cash accurately is essential.

Additional Information
All applicants must pass background checks and meet the necessary employment verification requirements. This position may require working weekends, holidays, and varying shifts.

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