Call Center - Call Center Agent

Overview

Halekulani, 2199 Kalia Road, Honolulu, Hawaii, United States of America

Job Description – Posted Tuesday, January 27, 2026 at 3:00 PM

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."

The Call Center Agent represents the hotel to the guest throughout their voices over the phone. The guest might call the Call Center Agent with questions about any service needed, such as extra pillow, makeup the room, engineering issues, luggage pick up, car retrieval, Front Desk questions, Spa requests, Dining reservation including In Room Dining Orders, lounge entertainment schedule, shuttle service to the airport, or about any other service or activity on the property.

This includes incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from or to guests. Call Center Agent must be responsible, organized, and fast thinking, being able to put calls through to the correct location without hassle and ensuring that the links between these calls are not broken. As an integral part of a team, the Call Center Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional service and effortless communication between all parts of the hotel.

The Call Center Agent must be sales minded. A guest who has never stayed at the hotel will not know what the property has to offer. A returning guest may not know about new services or options. It is up to the Call Center Agent to sell the guest on the hotel’s rooms and services. Call Center Agents does not need to use hard sell techniques.

Rather, they should present options and alternatives to guest and help in making choices. Agents should know the location and types of available rooms as well as activities and services of the property. As part of the registration process, we call attention to special promotions or events of restaurants, lounges, gift shops or other outlets.

ESSENTIAL FUNCTIONS

• Establishing positive guest relationships through the consistent delivery of excellent customer service
• Maintain complete knowledge of:
• How to operate the Mitel switchboard.
• Hotel extensions and room numbers.
• Use of the computer (Outlook, Microsoft Teams, Microsoft Word, Excel, HMS, Open Table, HotSOS, Intelity, Info Genesis) and any other system used to help enhance guest service.
• Route all callers to requested guest or hotel personnel.
• The basic knowledge of wines and liquor, beers, and non-alcoholic selections available in In-Room Dining.
• Scheduled in-house group activities, locations, and times.
• Maintain complete knowledge and strictly abide by state liquor regulations.
• Accept and process all special guest request for:
• Transferring calls
• Do not disturb
• Conference calls
• Screening calls
• Confidential status
• Taking messages
• Create, update, and cancelling reservation using Open Table
• Generate, follow up, and close tickets in HotSOS
• Take In Room Dining Orders using Info Genesis/ Intelity
• Able to handle emergency situations.
• Maintain cleanliness, sanitation, and organization of the work areas always.
• Display a friendly, courteous, and professional manner in all dealings will guests, patrons and other employees. Use of luxury language.
• Understand room status and room status tracking.
• Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest’s request.
• Handle guest issues or concerns.
• Handle a multitude of tasks.
• Keep all support departments informed of necessary information or requests.
• Recite hours of operation of all hotel facilities.
• Understand the tasks performed by a Guest Service Agent, Reservation Agent, Concierge, Front Service Supervisor, Front Service Attendant, and Housekeeper.
• Handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by the Assistant Front Office Manager.
• Use suggestive selling techniques…