Hotels and Resorts of Halekulani
Front Office Reception – Guest Service Agent
Hotels and Resorts of Halekulani, Honolulu, Hawaii, United States, 96814
Overview
LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the “art of service.” As an integral part of a team, the Guest Service Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to greeting, registering guests upon entering the property and assisting the guest to settle their charges upon departure in accordance to hotel standards. The Guest Service Agent is perhaps the most noticeable personnel in a hospitality operation. They represent the hotel to the guest throughout all stages of the guest’s stay and are often the first and last person a guest sees. They may answer questions about dining, lounge entertainment, shuttle service to the airport, or other services or activities on the property. The traditional duties of a Guest Service Agent center on guest registration and cashiering, with growing emphasis on guest relations as service-oriented practices evolve. The Agent should be skilled, patient, and able to work with guests from many cultures. When appropriate, the Guest Service Agent performs registration and cashiering functions, determines reservation status, and assists with room assignment and special requests, while following established credit-checking procedures and payment methods, in the comfort of the guest’s room as needed. The Agent works closely with the Housekeeping Department to keep room status reports up to date, and coordinates maintenance requests when necessary. The Agent must also recognize and respond to suspicious or emergency situations. Mail, message and information distribution have evolved to be handled by Lobby Receptionists, Guest Service Agents, PBX Operators and Concierges. Finally, the Guest Service Agent must be sales-minded, presenting options and alternatives to guests and highlighting hotel rooms, services and promotions without using hard-sell techniques. The Agent should know location and types of available rooms, activities and services of the property. To be effective, a Guest Service Agent should be proud of their workplace and maintain a professional, courteous, and sales-oriented demeanor as a public relations asset for the property. Essential Functions
Able to work any day during the week and all shifts as needed. Assist guests with settling their charges upon departure with all methods of payment in accordance with hotel standards. Greet and acknowledge all arriving/departing guests. Maintain cleanliness, sanitation, and organization of the work areas at all times. Display a friendly, courteous and professional manner in all dealings with guests, patrons and other employees. Assign rooms, welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. Understand room status and room status tracking. Quote and be familiar with room types and rate availability for current and future dates. Accept reservations, changes and cancellations in the absence of the reservations staff. Pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested. Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest requests. Handle guest issues or concerns. Handle a multitude of tasks. Utilize the property management system in running daily reports and blocking special requests. Keep all support departments informed of necessary information or requests. Complete key packets and modify registration cards. Recite hours of operation of all hotel facilities. Understand tasks performed by PBX Operator, Reservation Agent, Concierge and Housekeeper. Handle hotel emergency procedures and situations with maturity and professionalism. Perform tasks and projects as delegated by the Manager on Duty, Front Office Manager or Director of Front Office Operations. Use suggestive selling techniques to sell rooms and promote other hotel services. Coordinate room status updates with Housekeeping by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, day-use rooms and no-show rooms. Possess a working knowledge of the Reservations Department, take same-day and future reservations when necessary. Know cancellation procedures. Issue out key cards with proper controls so that keys are given only to registered guests. Use proper mail, package and message handling procedures. Be aware of daily activities and meetings taking place in the hotel. Attend department meetings. Coordinate guestroom maintenance work with the engineering and maintenance division. Report any unusual occurrences or requests to the manager or designated manager. Know all safety and emergency procedures and be aware of accident prevention policies. Maintain the cleanliness and neatness of the Front Office area. Understand that business demands may require moving employees between shifts. Be aware that bending, stooping, and lifting items weighing 30 pounds or more may be required. Type at least 35 words per minute. Work well with other departments and be cross-trained in other areas of the hotel as needed to understand overall operations. Balance daily shift work and cash drawers. Answer and respond to inquiries at the Front Office, including folio requests, credit card inquiries, and information requests from other departments. Greet and acknowledge all arriving/departing guests. Be friendly, courteous and professional in all dealings with guests, patrons and other employees. Perform all other duties as may be required or assigned. Reports To / Supervisory
Reports To:
Front Office Manager and Managers on Duty Supervises:
N/A Education/Experience
Previous experience in the hotel/travel industry. High school diploma or equivalent vocational training certificate, some college. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to perform the essential functions of this position. Licenses/Certifications
N/A Knowledge, Skills, & Abilities
Japanese speaking highly preferred. Ability to anticipate guest needs; respond promptly and acknowledge all guests. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. Input and access information in the PMS, the property management system/computers/point of sale system. Physical Demands
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to transport up to 40 lbs. Ability to stand/walk for up to 8 hours throughout work shift. Work Environment
Indoor, air-conditioned environment. Outdoor, non-air-conditioned environment. Exposure to variable temperatures and weather conditions. Variable noise levels. Exposure to fumes; dusts; chemicals; and odor hazards. Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability or any other federal, state, or local protected class.
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LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the “art of service.” As an integral part of a team, the Guest Service Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to greeting, registering guests upon entering the property and assisting the guest to settle their charges upon departure in accordance to hotel standards. The Guest Service Agent is perhaps the most noticeable personnel in a hospitality operation. They represent the hotel to the guest throughout all stages of the guest’s stay and are often the first and last person a guest sees. They may answer questions about dining, lounge entertainment, shuttle service to the airport, or other services or activities on the property. The traditional duties of a Guest Service Agent center on guest registration and cashiering, with growing emphasis on guest relations as service-oriented practices evolve. The Agent should be skilled, patient, and able to work with guests from many cultures. When appropriate, the Guest Service Agent performs registration and cashiering functions, determines reservation status, and assists with room assignment and special requests, while following established credit-checking procedures and payment methods, in the comfort of the guest’s room as needed. The Agent works closely with the Housekeeping Department to keep room status reports up to date, and coordinates maintenance requests when necessary. The Agent must also recognize and respond to suspicious or emergency situations. Mail, message and information distribution have evolved to be handled by Lobby Receptionists, Guest Service Agents, PBX Operators and Concierges. Finally, the Guest Service Agent must be sales-minded, presenting options and alternatives to guests and highlighting hotel rooms, services and promotions without using hard-sell techniques. The Agent should know location and types of available rooms, activities and services of the property. To be effective, a Guest Service Agent should be proud of their workplace and maintain a professional, courteous, and sales-oriented demeanor as a public relations asset for the property. Essential Functions
Able to work any day during the week and all shifts as needed. Assist guests with settling their charges upon departure with all methods of payment in accordance with hotel standards. Greet and acknowledge all arriving/departing guests. Maintain cleanliness, sanitation, and organization of the work areas at all times. Display a friendly, courteous and professional manner in all dealings with guests, patrons and other employees. Assign rooms, welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures. Understand room status and room status tracking. Quote and be familiar with room types and rate availability for current and future dates. Accept reservations, changes and cancellations in the absence of the reservations staff. Pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested. Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest requests. Handle guest issues or concerns. Handle a multitude of tasks. Utilize the property management system in running daily reports and blocking special requests. Keep all support departments informed of necessary information or requests. Complete key packets and modify registration cards. Recite hours of operation of all hotel facilities. Understand tasks performed by PBX Operator, Reservation Agent, Concierge and Housekeeper. Handle hotel emergency procedures and situations with maturity and professionalism. Perform tasks and projects as delegated by the Manager on Duty, Front Office Manager or Director of Front Office Operations. Use suggestive selling techniques to sell rooms and promote other hotel services. Coordinate room status updates with Housekeeping by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, day-use rooms and no-show rooms. Possess a working knowledge of the Reservations Department, take same-day and future reservations when necessary. Know cancellation procedures. Issue out key cards with proper controls so that keys are given only to registered guests. Use proper mail, package and message handling procedures. Be aware of daily activities and meetings taking place in the hotel. Attend department meetings. Coordinate guestroom maintenance work with the engineering and maintenance division. Report any unusual occurrences or requests to the manager or designated manager. Know all safety and emergency procedures and be aware of accident prevention policies. Maintain the cleanliness and neatness of the Front Office area. Understand that business demands may require moving employees between shifts. Be aware that bending, stooping, and lifting items weighing 30 pounds or more may be required. Type at least 35 words per minute. Work well with other departments and be cross-trained in other areas of the hotel as needed to understand overall operations. Balance daily shift work and cash drawers. Answer and respond to inquiries at the Front Office, including folio requests, credit card inquiries, and information requests from other departments. Greet and acknowledge all arriving/departing guests. Be friendly, courteous and professional in all dealings with guests, patrons and other employees. Perform all other duties as may be required or assigned. Reports To / Supervisory
Reports To:
Front Office Manager and Managers on Duty Supervises:
N/A Education/Experience
Previous experience in the hotel/travel industry. High school diploma or equivalent vocational training certificate, some college. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to perform the essential functions of this position. Licenses/Certifications
N/A Knowledge, Skills, & Abilities
Japanese speaking highly preferred. Ability to anticipate guest needs; respond promptly and acknowledge all guests. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. Input and access information in the PMS, the property management system/computers/point of sale system. Physical Demands
The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to transport up to 40 lbs. Ability to stand/walk for up to 8 hours throughout work shift. Work Environment
Indoor, air-conditioned environment. Outdoor, non-air-conditioned environment. Exposure to variable temperatures and weather conditions. Variable noise levels. Exposure to fumes; dusts; chemicals; and odor hazards. Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability or any other federal, state, or local protected class.
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