Guest Services Agent at Ilikai Hotel
Ensure Guests are treated with an Aloha Spirit, accurately, and efficiently. Provide guests with service that anticipates their needs. Assure immediate and courteous attention to all guests and incoming phone calls. Maintain high level of accuracy regarding all information being recorded or flowing through the front desk. To serve as the "front line" personnel to the guest in handling problems, complaints, information needs and to show the guest the degree of attention, professionalism and clean appearance they expect from a top of the line hotel with a well trained staff.
To report to work on time and in uniform, properly groomed with appropriate name tag. Check in and out all guests as courteously and efficiently as possible. Post all charges correctly to guest accounts and/or hotel accounts during shift. Count bank at the beginning and end of the shift, balance all departments and make deposit with completed accuracy. Accurately handle the basic functions of PBX and the front desk such as checking guest in and out, taking and forwarding messages, directing reservation calls, and room blocking. Responsible for knowledge regarding groups, VIP's, transients, special events. Serve as an unending informational source for all hotel guests. Show rooms and hotel facilities to guests and potential guests as requested by management. Check bags for guests who wish to store them. Read daily departmental emails. Monitor lobby for non-hotel guests. Explain hotel facilities. Responsible for keeping necessary supplies on hand by informing the Front Office
Manager/Supervisor of Front Desk needs. Communicate and follow-up with appropriate department to address rooms that require attention from Housekeeping or Maintenance. Encourage to visit local attractions, take tours and be familiar with hours of operations. Take reservations. Use time clock to punch in an out as required. Attend necessary meetings. Resolve guest problems and complaints. Perform other related duties as requested by Management.
Specific Job Knowledge, Skills & Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. Excellent oral and written English communication skills. Ability to communicate effectively with Management. Excellent organization skills. Ability to work well under deadline pressure.
Adaptable experience with travel industry reservation systems and hotel property management systems essential, standard Microsoft Office tools essential, knowledge of database system development preferred.
Licenses or Certification
OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.
All team members must maintain a neat, clean and well-groomed appearance. (specific standards available)