Guest Services Representative -Holiday Inn Waikiki- Honolulu, HI

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

About the Role

Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members. Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests. Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested. Promptly respond to and resolve guest complaints.

Responsibilities

• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Be friendly, thorough, accurate and efficient in performing Check-ins
• Be friendly, thorough, accurate and efficient in performing Check-outs
• Aid guests with luggage upon their arrival to and departure from the hotel
• Use the guests’ names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake-up calls, mail, and faxes properly
• Aid guests’ with laundry/dry cleaning needs
• Know of incoming VIPs

Requirements

• High School diploma /Secondary qualification or equivalent
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• Must be able to read and write to facilitate the communication process
• Requires good communication skills, both verbal and written
• Must possess basic computational ability
• Must possess basic computer skills
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions
• Most work tasks are performed indoors
• Temperature is moderate and controlled by hotel environmental systems
• Must be able to stand and exert well-paced mobility for up to 4 hours in length
• Length of time of these tasks may vary from day to day and task to task
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
• Must be able to lift up to 15 lbs occasionally
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception
• Ability to spend extended lengths of time viewing a computer screen
• Requires manual dexterity to use and operate all necessary equipment
• Must have finger dexterity to be able to operate office equipment

Qualifications

• Being passionate about people and service
• Strong communication skills are essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit
• Problem-solving, reasoning, motivating, and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance

• Rate of Pay: $30.21/hour
• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• DailyPay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program