DescriptionPay Rate: $30/hourDo you love sharing the Aloha Spirit? Are you creative and resourceful problem-solver? The ideal candidate goes beyond checking our guests in and out and has the willingness and ability to work varying schedules including working on swing, evening, weekends, and holidays. In addition to all Front Desk and Telephone Operator duties, our Guest Service Agents are responsible for providing an exemplary first impression, act as a service ambassador and always finds a way to "yes" by consistently provides outstanding service with a smile to all of our guests throughout their stay.Language Skills:Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customersAbility to effectively communicate and comprehend in English both verbally and in written formats, and including the ability to effectively communicate with internal and external customersComputer Skills/Experience:Computer proficiency (MS Office – Word, Excel, PowerPoint and Outlook)Essential Skills:Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer serviceAbility to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practicesAbility to attend, retain, and put to use, information provided in required hotel training, both in person and onlineAbility to use at a minimum the following equipment; computer (PMS System), 10-key, copy machine, multi-line telephone, fax machine, key encoder and fire panelEssential Duties and Responsibilities:Creates guest satisfaction by exceeding guest expectationsOwns the Welcome for all customer contactGives personal attention, takes personal responsibility and uses teamwork when providing guest serviceUses Active Listening Skills when resolving guest problemsRecognizes when the guest is not satisfied, and takes ownership of the problem until it is resolved. Utilized resources such as noted in the “Make It Right” guidelines to aid in resolutionGreets arriving guests and facilitates the hotel registration and check-in process in accordance with the established operating policies and procedures (100%)Greets departing guests and facilitates the hotel check-out process in accordance with the established operating policies and procedures (100%)Handles credit card, cash, foreign currency exchange, travelers check and guests on High Balance in accordance with established operating policies and procedures (100%)Upsells guest room accommodations and makes reservations (20%)Promotes Hilton Honors and enrolls new members (20%)Assists guests with USPS and other courier services (15%)Coordinates guest messages, mail and other deliveries (15%)Responds to customer inquiries in-person and via telephone, texting applications and email, and ensures that the guest needs are fulfilled (100%)Provides general and detailed information regarding hotel services, products and amenities to include guest safety and security (100%)Provides general and detailed information regarding surrounding area and destination services, products and amenities (100%)Able to anticipate and responds to guest concerns in accordance with the established operating policies and procedures and the service recovery guidelines (50%)Performs special duties and tasks assigned to assist other departments and/or assigned by Manager (25%)Maintains compliance with all company and brand policies and procedures (100%)Physical Job Requirements:Ability to stand and walk for long periods of time while working in the Lobby (100%)Ability to bend (25%), reach (25%), twist (25%) and lift up to 30lbs (15%) various items while working in the officePush up to 30lbs (15%), Pull up to 30lbs (15%), Carrying up to 30lbs (15%), kneeling (15%)Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.Must be able to lift and carry up to 30lbsFinger dexterity to use computer keyboard to take online courses as needed and to look up information for customers (100%)Work Environment:Indoors-non air conditioned area (100%)Hearing: critical –Need to hear guest, management and team members request and concernsVision: critical – Able to see the PMS, answer telephones and see guest approach registration deskSpeech: Critical – Need to communicate with guest, management and team members effectively in person and over the phoneLiteracy: Critical – Need to take and confirm reservations, inquires and ensure all guest needs are metEquipment Operation:PMS (Computer workstation) (100%)Key Encoder (100%)Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 808-921-5504 or email Cindy Fujioka at to let us know the nature of your request.QualificationsSkillsRequiredTime-Management: IntermediateCustomer Service: IntermediatePreferredDecision Making: IntermediateProblem Solving: IntermediateSpanish: IntermediateJapanese: IntermediateMandarin: IntermediateKorean: IntermediateBehaviorsRequiredEnthusiastic: Shows intense and eager enjoyment and interestTeam Player: Works well as a member of a groupDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellEducationRequiredHigh School or betterPreferredAssociates or betterExperienceRequired1 year: Customer Service ExperiencePreferredRelevant military experience in a comparable capacity1 year: Telephone Operator Experience desired1 year: Hotel Front Desk experience preferredEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)