FRONT DESK AGENT - Part Time / SCP Hilo

About the role

The Front Desk Agent will be the first point of contact for guests, providing exceptional customer service and ensuring a smooth check-in and check-out process. You will play a key role in creating a positive and welcoming experience for guests while exemplifying the hotel’s Culture & Core Values. Accurate timekeeping is required to comply with wage and hour laws; working "off the clock" is strictly prohibited.

Responsibilities

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, regardless of time or busyness.
• Maintain positive guest relations and resolve complaints to exceed guest satisfaction.
• Follow hotel policies for lost and found items, guest/team member accidents, injuries, and emergency situations.
• Promote sanitation, safety, and security efforts continuously.
• Encourage guests to leave social media or 5-star reviews on online travel agencies (OTAs).
• Greet guests warmly and efficiently, processing check-ins and check-outs with accuracy and speed.
• Maintain knowledge of hotel features, services, room types, rates, promotions, and departmental policies.
• Manage reservations and room assignments, ensuring accuracy and availability.
• Process payments and handle guest accounts while adhering to company policies.
• Respond to guest requests and concerns promptly and professionally, resolving issues to their satisfaction.
• Maintain efficient communication with guests, team members, managers, housekeeping, and other departments.
• Upsell hotel services and amenities to maximize revenue opportunities.
• Maintain a clean and organized front desk area for a professional appearance.
• Collaborate with other departments to provide seamless guest service.
• Follow all safety and security protocols, including guest room access security.
• Maintain confidentiality, security, and integrity of organizational data.
• Inspect and ensure all materials and equipment are ready for service.
• Maintain knowledge of equipment maintenance and usage.
• Comply with all departmental policies, service procedures, and standards.
• Use computer/software systems, including POS, PMS, CRM, and other hospitality-specific tools.
• Perform other duties as assigned.

Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English; fluency in other languages is beneficial.
• Ability to accurately follow verbal and written instructions.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multitasking abilities.
• Professional appearance and demeanor.
• Ability to learn and work with POS, PMS, CRM, and other hospitality-specific software systems.
• General computer skills, including Microsoft Office and Google Suite.
• Ability to interact effectively with guests, vendors, and team members.
• Ability to resolve problems and conflicts diplomatically and tactfully.
• Basic math skills for calculating figures and amounts.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience is required.
• Previous front desk experience is preferred.
• Familiarity with hotel reservation systems (experience with specific systems is a plus).
• State Alcohol Serving Certificate (if applicable).

Working Conditions

• Must be able to stand and move freely about the property for the majority of the shift.
• Must be able to occasionally lift, carry, push, or pull up to 50 lbs.
• Must be able to perform simple grasping, fine manipulation, and repetitive hand/arm movements frequently, and squeezing/overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces occasionally.
• Must be able to walk outside in various weather conditions (rain, wind, heat).
• Must be able to climb stairs occasionally, both indoors and outside in various weather conditions.
• Noise level is usually moderate.

Reports to the Front Office/Desk Manager.