Guest Service Agent (Full-Time)

The all-new, vibrant ‘Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it’s an oasis of tranquility in the heart of Waikiki.

Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it’s where Hawaii vacations turn moments into memories.

Our resort is proudly named in honor of Queen Lili‘uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke‘alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. ‘Alohilani Resort Waikiki Beach.

• Maintain and market promotions and guest programs.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be aware of closed out and restricted dates.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Be familiar with all in-house groups.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Review Front Office log and Trace File daily.
• Be familiar with hospitality terminology.
• Follow all cash handling and credit policies.
• Have knowledge of emergency procedures and assist as needed.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

• High School diploma or equivalent required.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to maintain confidentiality of information.
• Ability to stand during entire shift.
• Flexible and long hours sometimes required.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Computer experience required.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be able to cross-train in other hotel related areas.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Customer Services experience preferred.
• Experience in a hotel or a related field preferred.
• Attend all hotel required meetings and trainings.
• College course work in related field helpful.