Guest Service Agent

At the Grand Naniloa Hotel Hilo, a DoubleTree by Hilton, this onsite Guest Service Agent role supports day-to-day front desk operations and helps create smooth, welcoming stays for travelers in Hilo. You will handle guest arrivals and departures, coordinate with housekeeping to keep rooms ready, and respond to inquiries by phone and in person, including booking and availability questions.

Join a hotel set along the coastline of Hilo Bay, about 30 miles from Hawaii Volcanoes National Park. Guests enjoy free WiFi throughout the property, scenic room views of Hilo Bay, Hamakua Coast, or Hilo Harbor, and in-room comforts such as flat-screen TVs and refrigerators. The hotel also features an outdoor swimming pool and sundeck, plus access to the Naniloa Golf Course on the grounds, with a free round of golf daily for guests.

What you’ll do

• Welcome guests, complete registration, and manage check-in and check-out processes, including providing keys and room numbers and recording credit card information
• Coordinate with housekeeping to confirm guest rooms are prepared
• Complete regular bookkeeping tasks by keeping hotel guest information current and accurate
• Handle customer complaints when they arise
• Answer incoming calls and support online and in-person room booking requests
• Respond to guest questions related to room rates, available rooms, amenities, rewards programs, and special requests

What you bring

• Impeccable interpersonal, time management, organizational, and customer service skills
• Working knowledge of Microsoft Office and reservation management systems
• Preferred: 1 year of hospitality industry experience as a hotel front desk agent, hotel receptionist, or guest service specialist
• High school graduate, GED recipient, or equivalent
• Experience answering telephone calls and troubleshooting stressful situations

Technologies

• Microsoft Office
• Reservation management systems

Compensation

• $18.50 per hour

Location: Hilo, HI (onsite)

Experience: 1 year minimum

Education: High school graduate, GED recipient, or equivalent