Front Office Control Clerk - Hilton Waikoloa Village

Job Number

HOT0C80E

Hilton Waikoloa Village, 69-425 Waikoloa Beach Drive, Waikoloa 96738

Hilton Waikoloa Village is looking to hire a Front Office Control Clerk! If you have the drive and passion to provide memorable experiences for guests, this is the position for you. Hawaii Island's only 62‑acre Hawaiian paradise with 3 one‑of‑a‑kind outdoor swimming pools offers the Aloha spirit service throughout every corner of our property. Join us where we know you’ll love being part of the Hilton team that was ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list!

• 1–2 years prior hotel guest services experience.
• Ability to solve problems independently.

Shift Pattern: Varied (Union role) – AM/PM. Open availability required including weekends and holidays; shifts will depend on business levels and seniority scheduling.

Pay Rate Range: $24.98 – $27.75 per hour.

• Set up and pre‑register all arriving groups, ensuring accommodations and special requests are confirmed and pre‑assigned at least 3 days before arrival.
• Manage welcome folders with room keys, certificates, coupons, and refreshment center keys.
• Review daily arrivals, upgrade Gold and Diamond members when possible, and monitor out‑of‑order rooms with Property Operations and Housekeeping.
• Perform credit card verification, handle cashier duties, accept and process vouchers, traveler’s checks, and foreign currency, then post charges to guest rooms and house accounts.
• Close tour and guest accounts at check‑out, ensuring customer satisfaction.
• Answer telephone calls promptly, enter, retrieve, and communicate messages, and handle mail, small packages, and facsimiles.
• Maintain calm and alertness during emergencies or heavy activity, resolving complications such as location changes, credit problems, or customer complaints.
• Conduct thorough research to resolve price conflicts, heating or cooling issues, and other guest concerns, negotiating solutions and implementing detailed action plans.

• High School graduate or equivalent required.
• Four‑year college degree preferred, especially with emphasis on foreign languages.

• 1–2 years prior guest services experience preferred.
• Prior hospitality experience preferred.

All team members must maintain a neat, clean and well‑groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained during orientation.

• Additional language ability preferred.

• Proficiency with a calculator for moderately complex mathematical calculations.
• Ability to effectively deal with internal and external customers who may require high levels of patience, tact and diplomacy.
• Stamina to stand, move, and perform duties throughout the front office.
• Strong communication skills in English, both verbal and written.
• Competence in accessing and accurately inputting information into a moderately complex computer system.

• Hospitality – delivering exceptional guest experiences.
• Integrity – doing the right thing all the time.
• Leadership – being leaders in industry and communities.
• Teamwork – being team players in everything we do.
• Ownership – taking responsibility for our actions and decisions.
• Now – operating with urgency and discipline.

• Quality
• Productivity
• Customer Focus

Hilton is the leading global hospitality company, spanning luxurious full‑service hotels, resorts, and mid‑priced hotels worldwide. For nearly a century, Hilton has offered business and leisure travelers the finest accommodations, service, amenities and value. Our vision – "to fill the earth with the light and warmth of hospitality" – unites us to create remarkable experiences every day. Our amazing team members are at the heart of it all.

EOE/AA/Disabled/Veterans

Full‑time

Hilton Hotels & Resorts

Guest Services, Operations, and Front Office