Front Desk Clerk at Imperial Hawaii Resort

General Responsibilities

To ensure quality service and guest satisfaction by providing
effective communication and job skills with all resort staff members, 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. 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).

Specific Job Knowledge, Skills & Abilities

Working knowledge of computers. Proper telephone etiquette. Typing skills. Math and problem solving knowledge, Customer Service. Education/Training: High School diploma or equivalent. 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.

Experience

Previous Front Office or Reservation 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

Grooming

None provided

Other Qualifications

None provided

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