Guest Services Agent

Join Pagoda Hotel in Honolulu, HI (onsite) as a Guest Services Agent and be the friendly face that supports every stage of a guest stay. This role blends guest interaction with day-to-day front desk operations, helping the team maintain smooth service while supporting room revenue and occupancy. The hourly rate is USD 26–28, with a High School diploma or equivalent required.

What you’ll do

• Welcome guests at the Front Desk in line with Highgate Hotel standards.
• Operate the PBX console (when applicable) and ensure hotel standards are met.
• Respond promptly to guest questions about services, facilities, and hours of operation.
• Log and help deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Provide recommendations and answers for inquiries related to restaurants, transportation, and entertainment.
• Follow cash handling and credit policies.
• Know current rates, packages, and special promotions listed in the Red Book, including awareness of closed out and restricted dates.
• Collect necessary details for room reservations and follow the rate-quoting scenario.
• Use hospitality terminology, understand emergency procedures, and assist as needed.
• Handle check-ins and checkouts with a friendly, efficient, and courteous approach.
• Maintain proper two-way radio etiquette when communicating with team members.
• Fully understand and operate the Front Desk computer system.
• Complete shift checklist tasks on time and perform required reporting including a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual closing shift paperwork according to hotel standards.
• Maintain and market promotions and guest programs; keep the work area clean.
• Assist guests with safe deposit boxes.

What you bring

• High School diploma or equivalent required; college course work in a related field helpful.
• Experience in a hotel or related field preferred; customer service experience preferred.
• Computer experience required.
• Willingness for flexible and long hours at times.
• Light physical requirements: exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during the entire shift and maintain a warm, friendly demeanor.
• Effective communication verbally and in writing with employees and guests at all levels.
• Strong listening skills to understand and clarify concerns; ability to multitask and prioritize to meet deadlines.
• Attend required hotel meetings and trainings; maintain regular attendance in line with scheduling needs.
• Maintain high standards of personal appearance and grooming, including the proper uniform and nametag.
• Commitment to Highgate Hotel Standards and regulations to support safe, efficient operations.
• Ability to anticipate, prevent, identify, and solve problems; apply complex information from multiple sources to meet objectives.
• Ability to cross-train in other hotel areas and maintain confidentiality.
• Take initiative by anticipating guest or operational needs and perform other duties as requested by management.

Tools you’ll use

PBX console, two-way radio, and the Front Desk computer system.