Guest Service Agent, Vacation Ownership at Ocean Tower - Hilton Waikoloa Village

Job Description

Guest Service Agent, Vacation Ownership at Ocean Tower — Hilton Waikoloa Village (Job Number: HOT0C6KW
)

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

The scenic Hilton Waikoloa Village is looking for a Guest Service Agent for our Vacation Ownership at Ocean Tower. 62 acres of Hawaiian paradise on the Big Island. Located on the sunny, scenic Kohala Coast, our oceanfront resort offers a taste of island life full of culture, poolside relaxation, and a chance to meet marine wildlife up close.

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest information and room rate, selecting rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring the guest knows the location of the room or has a bell person accompany them.
• Assist guests with check‑out, ensuring rooms and services are correctly accounted for, using the point‑of‑sale system, handling money, processing credit/debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate a thorough knowledge of hotel information, including room categories, room rates, packages, promotions, and local area, and answer guest questions and inquiries.
• Use up‑selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests.

• Minimum six months of customer service experience.
• Proficiency with computer systems.
• Schedule flexibility that includes mornings, evenings, overnight shifts, weekends and holidays.
• Demonstrated commitment to Hilton values:
  Hospitality, Integrity, Leadership, Teamwork, Ownership, and urgency.
• Key attributes:
  Quality, Productivity, Customer Focus.

• Access to pay when you need it through Daily Pay.
• Medical insurance coverage for you and your family.
• Mental health resources, including Employee Assistance Program.
• Best‑in‑class paid time off (PTO).
• Go Hilton travel program: 100 nights of discounted travel.
• Parental leave to support new parents.
• Debt‑free education through Guild Education (college degrees and professional certifications).
• 401(k) plan with company match.
• Hilton Shares – employee stock purchase program (ESPP) at 15% discount.
• Career growth and development opportunities.
• Team Member Resource Groups.
• Recognition and rewards programs.
• * Available benefits may vary depending on property‑specific terms and conditions and collective bargaining agreements if applicable.

Open availability (am, pm, overnight) includes weekends and holidays.

Hourly wage: $24.22 to $26.91.

Hilton is the leading global hospitality company offering business and leisure travelers the finest accommodation, service, amenities and value. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. Join a culture that values diversity, inclusion, and growth.