Overnight Guest Services Coordinator

2 weeks ago

Honolulu, Hawaii, United States Hilton Waikiki Beach Full time

Compensation: $30/hour - $32/hour

Are you an innovative, meticulous, and resourceful individual with a passion for exceptional service? The perfect candidate not only manages guest check-ins and check-outs but also embraces the flexibility to work various schedules, including weekends, holidays, and at least four overnight shifts. Our Guest Service Agents/Night Auditors are dedicated to creating a remarkable first impression, acting as service ambassadors, and consistently delivering outstanding hospitality to all guests throughout their stay.

Key Responsibilities:

As part of your role, you will oversee the daily auditing of all transactions related to guest room charges while managing front desk operations during the overnight shift. You will serve as a primary point of contact for guest inquiries, promptly addressing needs, requests, and concerns. Your goal is to enhance customer satisfaction by collaborating with various departments while adhering to Hilton standards. You will assist guests from the reservation process through to their departure, promote hotel amenities, and conduct daily audits of food and beverage transactions following established protocols.

Language Proficiency:

  • Strong verbal and written communication skills, with the ability to effectively engage with both internal and external customers.
  • Proficiency in English, both spoken and written, is essential; bilingual skills in Mandarin, Korean, Japanese, or Spanish are preferred.
Technical Skills:
  • Advanced computer skills, including proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
  • Experience with OnQ System is highly desirable.
Essential Qualifications:
  • Availability to work overnight shifts consistently.
  • Capability to perform computer-based tasks such as data entry, accounting, and invoicing.
  • Strong mathematical and bookkeeping skills.
  • Exceptional attention to detail and organizational abilities.
  • Excellent time management and multitasking skills.
  • Effective problem-solving capabilities.
  • Ability to maintain composure under pressure while delivering exemplary customer service.
  • Capacity to work independently and complete assignments within established guidelines.
  • Willingness to engage in ongoing training and development.
  • Familiarity with essential office equipment such as computers, multi-line phones, and fax machines.
Daily Duties:
  • Balance accounts from the day shift and manage cash drawers.
  • Investigate and resolve discrepancies in accounts.
  • Maintain accurate financial records and ledgers.
  • Oversee front desk operations, including guest check-ins and check-outs.
  • Ensure guest satisfaction by coordinating wake-up calls and concierge services.
  • Address customer requests and complaints, directing them to appropriate departments as needed.
  • Create invoices and manage official documentation relevant to the role.
  • Prepare daily reports for management review.
  • Ensure all end-of-day procedures are completed by staff across departments.
  • Maintain Hilton brand standards and keep work areas organized.
  • Engage in continuous improvement initiatives related to guest and team member experiences.
  • Perform additional duties as assigned.
Security Responsibilities:
  • Ensure the safety and security of guests and hotel staff by collaborating with hotel security.
  • Manage emergency situations effectively, ensuring guest safety and minimizing liability.
  • Report any critical incidents to management promptly.
Physical Requirements:
  • Ability to stand and walk for extended periods (up to 8 hours).
  • Capable of lifting and performing tasks at various levels.
  • Strong communication skills are essential for interacting with guests and team members.
  • Must have the ability to hear and respond to guest inquiries and concerns accurately.
  • Visual acuity to perform tasks such as operating a computer and interacting with guests.
Work Environment:
  • Adherence to safety protocols, including wearing slip-resistant shoes.
  • Exposure to cleaning supplies and moderate noise levels.
  • Work is primarily indoors, with some exposure to temperature variations.
Minimum Qualifications:
  • At least 1 year of successful experience in hotel front desk operations.
  • A minimum of 1 year of experience as a Night Auditor or in a similar capacity.
  • High School Diploma or GED is required; an Associate's Degree or higher is preferred.
  • Experience handling cash transactions is essential.
  • Customer service experience in a hotel front desk environment is required.
Benefits:
  • Hilton Travel Benefits.
  • Paid Vacation and Sick Leave.
  • Comprehensive Health Insurance (Medical/Dental/Vision).
  • 401(k) matching program.
  • And more.

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.

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