Guest Service Agent

The Kahala Hotel & Resort seeks a Guest Service Agent to greet and assist guests, process registrations and payments, manage check-in and check-out, and promote the property’s services on site in Honolulu, Hawaii.

Overview

This on-site role centers on delivering warm hospitality at the front desk. Duties include welcoming guests, handling registration and check-in, processing payments, balancing accounts, issuing room keys, and guiding guests through available hotel services and amenities to ensure a smooth stay.

Location

Honolulu, HI (onsite)

Compensation

Hourly rate: USD 28 - 35 per hour

Responsibilities

• Greet guests, register them, and deliver service with genuine hospitality and clear communication.
• Welcome guests and escort them to their rooms.
• Maintain a thorough knowledge of hotel credit policies and procedures.
• Manage the cash bank and accurately record guest payments.
• Prepare a variety of reports and perform nightly balancing of guest accounts with related audit reporting.
• Complete the registration process quickly and accurately by entering and retrieving information in the computer system, confirming the number of guests and room rate.
• Promote Kahala Hotel & Resort marketing programs.
• Assign rooms based on guest needs and preferences.
• Code electronic keys.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Offer a welcome drink and information about available services, facilities, and amenities while escorting guests to their rooms.
• Advise guests on emergency exits.
• Close guest accounts at checkout and verify guest satisfaction.
• In the event of dissatisfaction, negotiate a resolution which may include revenue allowances.
• Greet customers promptly with a friendly and sincere welcome.
• Provide services and upsell opportunities as directed by management, aligned with guest needs.
• Use a positive and clear speaking voice, listen to understand requests or problems, respond with appropriate action, and follow through.
• Provide accurate information such as hours of operation and local attractions.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance the assigned house bank.
• Accept and record vouchers, travelers checks, and other forms of payment.
• Convert foreign currency at current posted rates.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer system.
• Balance and sell stamps.
• Promptly answer the telephone using positive and clear English communication.
• Input messages into the computer and retrieve messages to relay them to the guest.
• Retrieve mail, small packages and facsimiles for guests upon request.
• Remain calm and alert during emergencies or heavy hotel activity, resolving issues such as location changes, credit concerns, or guest stress.
• Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
• Listen and extend assistance to resolve problems such as price conflicts or comfort issues like heating or air conditioning.
• Plan and implement detailed steps using experienced judgment and discretion while showing sincere concern.