Job Details

Halekulani, 2199 Kalia Road, Honolulu, Hawaii, United States of America Req #1135

Tuesday, February 25, 2025

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the 'art of service.'

POSITION SUMMARY

As an integral part of a team, you will be responsible for continuously looking for ways to improve each guests experience, from providing exceptional guest service to being the guests liaison with both hotel and non-hotel services. Assist in maintaining daily department operations.

To promote and foster Halekulanis 'never say no, go the extra mile' philosophy while maintaining the integrity of Halekulani.

ESSENTIAL FUNCTIONS

• Greet and acknowledge all arriving/departing guests.
• Maintain cleanliness, sanitation, and organization of the work areas at all times.
• Adhere to Forbes Travel Guide Standards including but not limited to guest satisfaction, response time, and luxury service standards.
• Maintain complete knowledge of:
• Activities available in the city, including theaters, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc.
• Close contacts with people in areas that provide information, ticketing, reservations, etc.
• The proper handling of guest messages, mail, packages, flowers, etc.
• All Hotel outlets, their hours of operation, ambiance, menu selection, and price range.
• Hotel features, services, and phone extensions.
• All menu items, specials, 86d items, liquor brands, and non-alcoholic selections available in the outlets.
• Table/seat/station numbers, proper table setups, room capacity, and appropriate dress attire of the outlets.
• Responsible for assisting in-house guests with dining reservations for our outlets.
• Partner closely with dining reservations team and F&B managers.
• Partner with our Corporate team on occasion to assist Corporate VIPs.
• Maintain a comprehensive understanding of courier services offered such as USPS, FedEx, UPS, and DHL.
• Understand the operations of:
• The Front Services department, ensuring the smooth handling of guest and patron vehicles and guest luggage.
• The Front Office department, ensuring proper servicing of groups, VIPs, return guests, etc.
• Communicate VIP arrivals and special requests to designated personnel for follow-up.
• Work closely with the appropriate departments to rectify problems in the guest rooms.
• Establish rapport with frequent visitors; keep Reservations and Front Office staff well-informed about guests preferences.
• Resolve guest complaints with managers, keeping senior management informed. Make decisions independently in the absence of management.
• Complete closing duties as assigned.
• Perform all other duties as may be required or assigned.

SUPERVISORY REQUIREMENTS

Reports To: Chef Concierge

EDUCATION/EXPERIENCE

• Minimum three to five (3-5) years prior experience in luxury hotel/travel industry.
• High school diploma or equivalent vocational training certificate.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• None

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Must efficiently handle a high volume of phone calls and emails while maintaining a calm demeanor.
• Ability to maintain positive guest relations at all times.
• Ability to input and access information in a property management system/computers.
• Proficiency in speaking Japanese is preferred, but not required.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transport up to 40 lbs.
• Ability to stand/walk for up to 8 hours throughout work shift.
• Maintain stationary position for up to 8 hours throughout work shift.
• Must be able to work weekends and holidays and maintain a flexible schedule.

WORK ENVIRONMENT

• Indoor, air-conditioned environment.
• Outdoor, non-air conditioned environment.
• Exposure to hot, humid weather conditions.

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.