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Hospitality Service Representative

2 months ago

Honolulu, Hawaii, United States Hilton Waikiki Beach Full time

Compensation: $28.65/hour

Are you passionate about delivering exceptional customer experiences? As a key member of our team, the ideal candidate will not only manage guest check-ins and check-outs but will also embrace the opportunity to work flexible schedules, including evenings, weekends, and holidays. Our Guest Service Agents are committed to creating a welcoming atmosphere, acting as service ambassadors, and consistently providing outstanding service with a friendly demeanor throughout our guests' stay.

Communication Skills:

  • Exceptional verbal and written communication abilities, ensuring effective interaction with both internal and external customers.
  • Proficient in English, with the capability to communicate clearly in both spoken and written forms.
Technical Proficiency:
  • Competent in using computer applications (MS Office - Word, Excel, PowerPoint, and Outlook).
Core Competencies:
  • Ability to thrive under pressure while maintaining a positive attitude and delivering exemplary customer service.
  • Capable of working independently and completing tasks as per given instructions and established practices.
  • Willingness to engage in training sessions, both in-person and online, to enhance skills and knowledge.
  • Familiarity with essential office equipment such as computers (PMS System), multi-line telephones, and fax machines.
Key Responsibilities:
  • Enhance guest satisfaction by exceeding expectations.
  • Own the welcome experience for all customer interactions.
  • Provide personalized attention and take responsibility for guest service.
  • Utilize active listening skills to resolve guest issues effectively.
  • Identify guest dissatisfaction and take ownership of resolving the issue.
  • Facilitate the hotel registration and check-in process for arriving guests.
  • Assist departing guests with the check-out process.
  • Handle various payment methods in accordance with established procedures.
  • Promote hotel services and upsell accommodations.
  • Assist guests with mail and courier services.
  • Coordinate guest messages and deliveries.
  • Respond to inquiries in-person and through various communication channels.
  • Provide detailed information about hotel services and local attractions.
  • Anticipate and address guest concerns in line with service recovery guidelines.
  • Support other departments as needed.
  • Adhere to all company policies and procedures.
Physical Requirements:
  • Ability to stand and walk for extended periods.
  • Capability to lift and carry items up to 30lbs.
  • Dexterity to use a computer keyboard and other office equipment.
Work Environment:
  • Indoor setting, requiring effective communication and visual acuity.
  • Must be able to hear and respond to guest and team member requests.
Equipment Utilization:
  • Proficient in using PMS and other office equipment.

Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.