Guest Service Agent at The Kahala Resort
To greet, register and service guests with sincere hospitality and effective communication skills. Offers welcome and escort guests to their rooms. 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; responsible for nightly checking and balancing of guest’s account.
•Completes the registration process quickly and accurately by imputing and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promotes Kahala Hotel & Resort marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Provides welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Offers welcome drink and information pertaining to available services, facilities, and amenities of the hotel during the escort of each guest to the room. Advise guests of emergency exits.
•Closes guest accounts at time of check out and ascertains satisfaction. In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowances.
•Greets customers immediately with a friendly and sincere welcome. Offers services and up sells as directed by management, consistent with customer needs. Uses a positive and clear speaking voice, listens to understand requests or problems, responds with appropriate action, solutions and follows through. Provides accurate information such as outlets hours and local attractions.
•Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances as assigned house bank. Accepts and records vouchers, travelers checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer.
•Balances and sells stamps. Responsible for the nightly checking and balancing of guests accounts and preparation of various audit reports.
•Promptly answers the telephone using positive and clear English communication. Input messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers upon request.
•Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger or stress.
•Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens an extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Plans and implements detailed steps by using experienced judgment and discretion while displaying sincere concern.
•Report all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
•Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
•Respond to all guest questions. Provide guest assistance, direction and information as requested when working in public areas.
•Summons Front Service Attendant assistance to escort guests to their rooms as appropriate.
•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.
•Use the photocopier to make copies of item as required.
•File registration cards in room number order.
•Retrieves registration cards from the files for each checkout.
•Performs a variety of other duties as assigned.
•Lifts, stores and moves supplies from the storeroom to the Front Office area weighing up to 50 lbs.
Specific Job Knowledge, Skills & Abilities
•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 access and accurately input information at a speed of 40 wpm using a moderately complex computer system as well as processing and using reports.
•Ability to perform several functions simultaneously and adapt to varying levels of business activity.
•Ability to communicate in the English language, both verbally and in writing.
•Must be able to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
•Ability to comply with hotel rules and regulations including policies.
•Six (6) months of previous customer service experience, preferable 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 stand and move throughout the front office and continuously performs essential job functions.
•Hearing and visual ability to observe and detect signs of emergency situations.
•Ability to grasp, lift and/or carry a maximum of 50 lbs.
•Must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
•High School Diploma or General Education Diploma preferred.
•College degree in hospitality management or similar field preferred.