Job Details

Pay Rate: $32/hour

Do you love sharing the Aloha Spirit? Are you a creative and resourceful problem-solver? The ideal candidate goes beyond checking guests in and out and has the willingness and ability to work varying schedules, including swing shifts, evenings, 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, acting as service ambassadors, and always finding a way to "yes" by consistently providing outstanding service with a smile to all guests throughout their stay.

Our benefit package includes:

• Hilton Travel Benefit
• Paid Vacation
• Paid Sick Leave
• Group Health (Medical/Dental/Vision/Prescription Drug plans)
• Health insurance Opt-Out option
• Group life insurance
• 401(k) match and more

Language Skills:

• Excellent verbal and written communication skills, including effective communication with internal and external customers

Computer Skills/Experience:

• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook)

Essential Skills:

• Ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and complete assignments within given instructions and routines
• Capacity to attend, retain, and utilize hotel training information, both in person and online
• Use of equipment such as PMS System, 10-key, copy machine, multi-line telephone, fax, key encoder, and fire panel

Essential Duties and Responsibilities:

• Creating guest satisfaction by exceeding expectations
• Owning the welcome experience for all guests
• Providing personal attention, taking responsibility, and teamwork in guest service
• Using active listening skills to resolve guest problems
• Recognizing guest dissatisfaction and taking ownership until resolved, utilizing resources like "Make It Right" guidelines
• Greeting guests, facilitating registration and check-in/out processes according to policies
• Handling credit card, cash, foreign currency exchange, travelers checks, and high-balance guest accounts
• Upselling guest rooms and making reservations
• Promoting Hilton Honors and enrolling new members
• Assisting with USPS and courier services
• Coordinating guest messages and deliveries
• Responding to inquiries in person, by phone, text, and email, ensuring guest needs are met
• Providing information on hotel services, amenities, safety, and surrounding area
• Anticipating and responding to guest concerns per policies and recovery guidelines
• Performing additional tasks as assigned by management
• Maintaining compliance with all policies and procedures

Physical Job Requirements:

• Standing and walking for long periods in the lobby
• Bending, reaching, twisting, and lifting up to 30 lbs
• Ability to push, pull, carry, and kneel with up to 30 lbs
• Performing tasks safely according to ADA, FMLA, and other standards
• Finger dexterity for computer use and data entry

Work Environment:

• Indoors, non-air-conditioned area
• Critical hearing, vision, speech, and literacy for guest interaction and safety

Equipment Operation:

• PMS computer workstation
• Key encoder

Hilton Waikiki Beach Hotel is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, pregnancy, medical conditions, veteran status, family status, or disability. For accommodations during the application process, contact Cindy Fujioka at ...@hiltonwaikikihotel.com or call 808-###-####.