Job Description

Guest Service Agent

Pay Rate: $32/hour

Do you love sharing the Aloha Spirit? Are you creative and resourceful problem-solver? The ideal candidate goes beyond checking our guests in and out and has the willingness and ability to work varying schedules including working on swing, evening, weekends, and holidays. In addition to all Front Desk and Telephone Operator duties, our Guest Service Agents are responsible for providing an exemplary first impression, act as a service ambassador and always finds a way to yes by consistently provides outstanding service with a smile to all of our guests throughout their stay.

Our benefit package includes:

• Hilton Travel Benefit
• Paid Vacation
• Paid Sick Leave
• Group Health (Medical/Dental/Vision/Prescription Drug plans)
• Health insurance Opt-Out option
• Group life insurance
• 401(k) match and more

Language Skills:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Ability to effectively communicate and comprehend in English both verbally and in written formats, and including the ability to effectively communicate with internal and external customers

Computer Skills/Experience:

• Computer proficiency (MS Office Word, Excel, PowerPoint and Outlook)

Essential Skills:

• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Ability to attend, retain, and put to use, information provided in required hotel training, both in person and online
• Ability to use at a minimum the following equipment; computer (PMS System), 10-key, copy machine, multi-line telephone, fax machine, key encoder and fire panel

Essential Duties and Responsibilities:

• Creates guest satisfaction by exceeding guest expectations
• Owns the Welcome for all customer contact
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Uses Active Listening Skills when resolving guest problems
• Recognizes when the guest is not satisfied, and takes ownership of the problem until it is resolved. Utilized resources such as noted in the Make It Right guidelines to aid in resolution
• Greets arriving guests and facilitates the hotel registration and check-in process in accordance with the established operating policies and procedures (100%)
• Greets departing guests and facilitates the hotel check-out process in accordance with the established operating policies and procedures (100%)
• Handles credit card, cash, foreign currency exchange, travelers check and guests on High Balance in accordance with established operating policies and procedures (100%)
• Upsells guest room accommodations and makes reservations (20%)
• Promotes Hilton Honors and enrolls new members (20%)
• Assists guests with USPS and other courier services (15%)
• Coordinates guest messages, mail and other deliveries (15%)
• Responds to customer inquiries in-person and via telephone, texting applications and email, and ensures that the guest needs are fulfilled (100%)
• Provides general and detailed information regarding hotel services, products and amenities to include guest safety and security (100%)
• Provides general and detailed information regarding surrounding area and destination services, products and amenities (100%)
• Able to anticipate and responds to guest concerns in accordance with the established operating policies and procedures and the service recovery guidelines (50%)
• Performs special duties and tasks assigned to assist other departments and/or assigned by Manager (25%)
• Maintains compliance with all company and brand policies and procedures (100%)

Physical Job Requirements:

• Ability to stand and walk for long periods of time while working in the Lobby (100%)
• Ability to bend (25%), reach (25%), twist (25%) and lift up to 30lbs (15%) various items while working in the office
• Push up to 30lbs (15%), Pull up to 30lbs (15%), Carrying up to 30lbs (15%), kneeling (15%)
• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Must be able to lift and carry up to 30lbs
• Finger dexterity to use computer keyboard to take online courses as needed and to look up information for customers (100%)

Work Environment:

• Indoors-non air conditioned area (100%)
• Hearing: critical Need to hear guest, management and team members request and concerns
• Vision: critical Able to see the PMS, answer telephones and see guest approach registration desk
• Speech: Critical Need to communicate with guest, management and team members effectively in person and over the phone
• Literacy: Critical Need to take and confirm reservations, inquires and ensure all guest needs are met

Equipment Operation:

• PMS (Computer workstation) (100%)
• Key Encoder (100%)

Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Cindy Fujioka at cindy.fujioka@hiltonwaikikihotel.com or call 808-921-5504 to let us know the nature of your request.

Qualifications

Skills

Required

Time-Management

Intermediate

Customer Service

Intermediate

Preferred

Decision Making

Intermediate

Problem Solving

Intermediate

Spanish

Intermediate

Japanese

Intermediate

Mandarin

Intermediate

Korean

Intermediate

Behaviors

Required

Enthusiastic

Shows intense and eager enjoyment and interest

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Education

Required

High School or better.

Preferred

Associates or better.

Experience

Required

1 year:

Customer Service Experience

Preferred

Relevant military experience in a comparable capacity

1 year:

Telephone Operator Experience desired

1 year:

Hotel Front Desk experience preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please

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