Guest Services Representative

Job Details

Job Location:

Kona Bill fisher – Kailua Kona, HI 96740

Position Type:
Full Time

Salary Range: $24.00 - $25.00 Hourly

Kona Bill fisher Resort is hiring for a Guest Services Representative position at in Kailua-Kona, HI!

• Access to deeply discounted stays at our resorts
• Access to discounted stays at partner resorts and hotels
• Discounts on other travel related expenses like airfare, car rental and more.
• Comprehensive benefit plan for employees working more than 20 hours per week: company paid medical, dental, vision, short-term disability, and life insurance.

The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.

• Greets guests warmly and efficiently facilitates their check-in and check-out process.
• Ensures that welcome and departure calls are being placed in accordance with company standards.
• Anticipates guests needs and resolves their questions/problems or refers them to the appropriate person for resolution.
• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
• Maintains a neat, clean, and organized environment.

• Perform concierge duties.
• Assist with bellman duties as needed.

Education/Credentials

This position requires a high school diploma or GED.

Experience

• Customer Service experience is preferred, but not required.

Core Competencies

• Accountability:
  Ability to accept responsibility and account for his/her actions.
• Adaptability:
  Ability to adapt to change in the workplace.
• Customer oriented:
  Ability to take care of the customers needs while following company procedures.
• Enthusiastic:
  Ability to bring energy to the performance of a task.
• Ethical:
  Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty/Integrity:
  Ability to be truthful and be seen as credible in the workplace.
• Interpersonal:
  Ability to get along well with a variety of personalities and individuals.
• Responsible:
  Ability to be held accountable or answerable for one's conduct.
• Safety awareness:
  Ability to identify and correct conditions that affect employee safety.
• Tolerance:
  Ability to work successfully with a variety of people without making judgments.

Knowledge & Skills

• Accuracy:
  Ability to perform all duties accurately and thoroughly.
• Oral Communication:
  Ability to communicate effectively in a positive manner with others using spoken English.
• Detail Oriented:
  Ability to pay attention to the minute details of every task.
• Organization:
  Possess the trait of being organized and methodically performs each task.
• Friendliness:
  Ability to exhibit an enthusiastic demeanor towards all guests.

Other Requirements

Bilingual/Spanish Speaking Preferred.

Physical Demands include lift/carry, stand, walk, sit, handling/fingering, reach outward, reach above shoulder, climb, crawl, squat or kneel, bend; weight limits: 10 lbs or less (Occasional), 11-20 lbs (Occasional), 21-50 lbs (Occasional), 51-100 lbs (Not applicable), over 100 lbs (Not applicable); push/pull: 12 lbs or less (Occasional), 13-25 lbs (Occasional), 26-40 lbs (Occasional), 41-100 lbs (Not applicable).

The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.