Front Services Agent at The Kahala Resort
Acts as an Ambassador to the resort by welcoming, greeting, escorting, registering, checking out and servicing guests with sincere hospitality and effective communication skills. Maintains a thorough knowledge of hotel credit policies and procedures, maintains a cash bank; records and accounts for guests’ payments; prepares a variety of reports and maintains responsibility for checking and balancing guests’ accounts nightly. Provides assistance to guests at the Front Door and all departing guests, and safely monitors traffic flow and activity in the porte cochere and lobby. Always conducts his or herself in a professional manner as expressed in our 40 standards.
•Greets, registers and escorts guests quickly and accurately by imputing and retrieving information with routine difficulty from a computer system, confirming pertinent information in a friendly and sincere manner. Offers oshibori towels and escorts guests to their rooms while offering an informative narrative about the resort and outlets. Closes guest accounts at time of check out and ascertains satisfaction. Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances assigned house bank. Accepts and records vouchers, travelers checks, and other forms of payment. Ensures that guest information inputted and/or updated is complete and accurate. This means information obtained while registering needs to be complete and accurate. Offers services and up sells as directed by management, consistent with customer needs.
•Fields guest requests and concerns, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve challenges such as price conflicts, insufficient heating or air conditioning, lost or delayed luggage, tardy shuttle bus, etc. Plans and implements detailed steps by using experienced judgement and discretion. Resolves any and all guest problems to the best of their ability and knowledge with courtesy, empathy and a smile. Negotiates and compromises, which may include authorizing revenue allowances.
•Handles individual house bank according to The Kahala Hotel & Resort’s, “House Bank Acknowledgement” Form. These procedures include but are not limited to: balancing house bank back to original amount issued daily, advising management of overages and shortages, etc.
•Communicates with Shift Supervisor and/or Doormen all pertinent guest information to ensure proper communication to related departments and management. This includes blocking changes, guest challenges, insufficient credit, room moves, monitoring and assisting the doorman to control traffic flow in the porte cochere, keeping the entrance clear and free from congestion, and other Front Door-related issues, etc.
•Acts as an information center for any guest inquiries, questions and/or requests. This includes answering the phone in three (3) rings and expedient guest acknowledgement. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers upon request. Maintains all pertinent logs such as delivery, check ins/outs, room moves, valet. Assists with directions, bikes, taxis and shuttle services.
•Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger in a professional manner.
•Complete all duties as listed on the “Front Office – GSA Shift Checklist” by the end of the work day. These duties include but are not limited to: Checking guest traces, handling guest mail, cleaning and restocking stations, ordering supplies, checking arrival and departure reports, checking transportation orders, ensuring amenities are ordered in a timely manner, bag pulls, etc.
•Converts foreign currency at current posted rates. Performs accurate and moderately complex mathematical functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Buys and sells stamps.
•Acts as an information center for all inter-departmental inquiries, questions or requests involving computer data or Front Office functions.
•Ensure proper Marlock and master key control procedures are followed.
•Escorts guests to the reception desk while offering an informative narrative about the resort and outlets.
•Carefully assists with the handling of luggage, golf bags, amenities and messages, ensuring fast and efficient delivery and security. Assists with the maintenance of a safe storage area for guest luggage and personal items.
•Assist in other areas of the operations and guest services as deemed necessary or directed by Shift Supervisors, Doormen and Front Office Management.
•Assist all guests to the best of ones abilities and skills.
•Be willing to participate as required in the total Kahala Mandarin Oriental guest experience, which is to completely satisfy and delight.
•Summons Front Service Attendant assistance to escort guests to their rooms as appropriate.
•Supports the reservation department by taking room reservations and inquiries when the department is closed.
•Supports the concierge department by assisting guests with concierge related questions when the department is closed.
•Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. Files access slips in room order.
•Uses the photocopier to make copies of items as required.
•Files registration cards in room number order.
•Retrieves registration cards from the files for each check out.
•Lifts, stores, and moves supplies from the storeroom to the Front Office area weighing up to 50lbs.
•Performs a variety of other duties as assigned.
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, using a combination of skills and abilities.
•Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
•Ability to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
•Ability to comply with all hotel rules and regulations including policies regarding safety and grooming standards.
•Ability to effectively deal with customers, some of whom will require high levels of patience,tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
•Ability to effectively interact as a team member with co-workers to provide excellent guest service.
•Ability to stand and move throughout front office and continuously perform essential job functions.
•Ability to read, listen, and communicate in English, both verbally and in writing.
•Ability to access and accurately input information at a speed of 40 words per minute using a moderately complex computer system as well as processing and using reports.
•Ability to performs several functions simultaneously and adapt to varying levels of business activity.
•Hearing and visual ability to observe and detect signs of emergency situations.
•Ability to grasp, lift and/or carry a maximum of 50 lbs.
•Six (6) months of previous customer service experience, preferably in the hospitality industry required.
•Previous hospitality experience preferred.
Licenses or Certification
•Certification of tuberculosis clearance required.
•CPR and Standard First Aid Certification preferred.
•Ability to grasp, lift and/or carry a maximum of 50 lbs.
•All employees must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
•High School diploma or equivalency required.
•College degree in hospitality management or similar field preferred.