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General Responsibilities

To complete all assigned duties, functions, responsibilities,
balance the Night audit and to effectively communicate with all resort staff to ensure a positive vacation experience for the Owners and Guests.

Specific Duties

Ensure proper delivery of Owner and Guest services through effective communication. Using proper telephone etiquette, answer incoming telephone calls regarding reservations and other general requests such as questions regarding room availability and general hotel information. Transfer or direct calls to appropriate departments or extensions as needed. Must possess the ability to work with computers. Checking in and checking out guests upon arrival and departure from the resort. Accommodate special requests whenever possible for Owners and Guests. Assist in-house Owners, Exchangers and FIT guests with extension of stay, upgrades and room move requests. Effectively respond to Owner and Guest problems. Report all unresolved issues to the Manager on Duty. Establish as effective means of communication with all departments regarding all guests and issues. Ensure the proper handling of all cash, check and credit card payment procedures. Ensure the posting of all charges or credits to proper folios efficiently, to minimize lost revenue. Maintain accurate room status information and room key (Saflok) distribution. Maintain Owner and Guest account balances and monitor credit limits. Prepare various financial reports to calculate and correct all imbalances to maximize all potential revenue and to minimize lost revenue. Perform daily bucket checks to ensure all guest account and personal information are accurate and to provide efficient room status information for all departments. Produce and distribute operational and managerial reports. Monitor all Front Desk supplies, inventory and all other resources needed to
complete your duties and responsibilities. Ensure the proper receiving and distribution of all guest and Administrative mail. Report any unusual occurrences or suspicious activity to the Manager on Duty. Comprehend all emergency procedures (i.e. Fire alarm panel) and resort accident prevention policies (Safety Manual). Maintain cleanliness and professionalism of the Front Desk area. Possess the ability to work in harmony with fellow co-workers.

Specific Job Knowledge, Skills & Abilities

Working knowledge of computers. Proper telephone etiquette.
Typing skills. Math and problem solving knowledge. Ability to work well with people. Must be flexible and dependable. Ability to work under pressure with constant changes and customer service demands in a small, sometimes noisy environment. Must have good attention to detail. Must be able to use discretion and good judgment in many different situations.


Previous Front Office or Reservation and Customer Service experience

Licenses or Certification

High School diploma or equivalent

Physical Requirements

Must be able to communicate clearly over the telephone.
Requires standing for long periods of time in front of a computer screen, twisting upper body while at a desk and working on tasks. Requires crouching/stooping while picking up and lifting file boxes weighing from 5 to 10 pounds.

Safety Requirements

None provided


None provided

Other Qualifications

None provided

Imperial Hawaii Resort


Imperial Hawaii Resort




None provided

Responsible To

Front Office Manager


None provided

Hourly Wage Scale


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