Customer Service Representative

4 weeks ago

Honolulu, Hawaii, United States Hilton Garden Inn Waikiki Beach Full time

Job Summary

The Guest Services Agent is a key member of our team at Hilton Garden Inn Waikiki Beach, providing exceptional service to our guests and ensuring a memorable stay. As a Guest Services Agent, you will be responsible for greeting and welcoming guests, handling check-ins and check-outs, and providing information about hotel services and facilities.

Responsibilities

  • Guest Service: Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
  • Front Desk Operations: Maintain proper operation of the PBX console and ensure that all hotel standards are met.
  • Guest Inquiries: Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
  • Package Delivery: Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Front Office Log: Review Front Office log and Trace File daily.
  • Communication: Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Cash Handling: Follow all cash handling and credit policies.
  • Knowledge: Be aware of all rates, packages, and special promotions as listed in the Red Book.
  • Guest Awareness: Be familiar with all in-house groups.
  • Emergency Procedures: Have knowledge of emergency procedures and assist as needed.
  • Check-in and Check-out: Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Radio Etiquette: Use proper two-way radio etiquette at all times when communicating with other employees.
  • Computer System: Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Shift Checklist: Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Reports: Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Paperwork: Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Marketing: Maintain and market promotions and guest programs.
  • Cleanliness: Maintain a clean work area.
  • Safe Deposit Boxes: Assist guests with safe deposit boxes.

Qualifications

  • Education: College course work in related field helpful.
  • Experience: Experience in a hotel or a related field preferred.
  • High School Diploma: High School diploma or equivalent required.
  • Computer Skills: Computer experience required.
  • Customer Service: Customer Services experience preferred.
  • Physical Demands: 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.
  • Standing: Ability to stand during entire shift.
  • Communication: Maintain a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Problem-Solving: Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Multitasking: Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Attendance: Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Appearance: Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Confidentiality: Maintain confidentiality of information.
  • Initiative: Show initiative, including anticipating guest or operational needs.
  • Additional Duties: Perform other duties as requested by management.

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