Guest Service Representative

Full-time Guest Service Representative at King Kamehameha Kona Beach Hotel (Courtyard by Marriott) in Kailua-Kona, HI (onsite), responsible for front desk guest services, check-in and check-out, and delivering high-quality hospitality to guests.

Responsibilities

• Maintain a consistently warm, friendly, and courteous demeanor while delivering personalized guest service.
• Communicate clearly with guests and teammates to ensure smooth operations.
• Welcome guests, keep them informed, and show care throughout their stay.
• Anticipate needs and address them proactively.
• Manage all facets of guest registration, including expediting check-in/check-out, applying rate structures and discounts, issuing room keys, describing hotel features and local attractions, and fulfilling special requests when feasible.
• Stay informed about daily operations, review the event schedule and notices, and keep up with procedures and happenings.
• Understand room rates, packages, discounts, and promotions, and how to apply them.
• Be familiar with guest programs and franchise-related offerings.
• Identify solutions quickly and resolve guest concerns confidently.
• Handle mail, faxes, and packages for guests, or note receipt as needed.
• Answer phone calls in accordance with service standards, typically within three rings.
• Possess complete knowledge of the Front Desk system for guest services.
• Assist fellow team members and other departments to support overall department, restaurant, and hotel performance.
• Perform additional duties as assigned by management.

Requirements

• Proficiency with Microsoft Office and related applications.
• Minimum one year of front office experience preferred.
• Ability to speak Japanese is a plus; multilingual skills are desirable.
• High school diploma or equivalent is desirable.
• Strong English communication with guests, management, and staff; clear written communication.
• Basic math skills and ability to perform simple calculations.
• Strong prioritization, organizational, and judgment abilities.
• Reliable and dependable team member.

Technologies

• Microsoft applications
• Marriott Global Source (MGS)

Benefits

• Competitive pay
• Retirement plans with employer matching options
• Medical insurance options via UHA or Kaiser
• Dental insurance through HDS
• Free life insurance and temporary disability insurance
• Reward and recognition programs with incentives
• Transit access with direct front-door Hele-On Bus access
• Free on-site employee parking during shifts
• Complimentary on-property EV charging during work hours
• Uniform laundering at no cost; dry cleaning allowances for non-uniform roles
• Deep discounts on Marriott properties worldwide via Marriott Explore
• Exclusive Hawaiʻi Marriott stay rates for local properties
• Friends and family lodging discounts worldwide
• Discount options on Marriott Vacations Worldwide products
• Paid time off, observed holidays, vacation and sick leave, and birthday day off
• Free hot meals during every shift
• 20% discount on food, beverages, and room service globally
• Employee discounts on on-site shops and spa services
• Professional growth opportunities through Marriott Global Source
• Clear internal promotion tracks and leadership opportunities