Front Office Agent (Full Time

Job Description

Band 1U

HB Front Office Agent

Primary Responsibilities:

Greet and assist guests in a friendly manner according to resort standards. Rent and assign rooms, keep a record of vacant/occupied rooms, and maintain a constant post at the front desk to register/check out guests, give information, present keys, and handle mail and messages. Coordinate with housekeeping and engineering on guest complaints, perform incidental tasks related to guest accounts, and handle cash and coupon transactions.

Assist guests with restaurant reservations and transportation as needed.

• Maintain a constant post at the front desk for registering/checking-out guests, giving information, presenting keys, mail and messages.
• Greet and assist guests in a warm and friendly manner, personalizing service following resort standards and procedures.
• Assist guests with restaurant reservations, booking activities and transportation, providing directions and information about the Big Island and resort facilities.
• Record entries for charges and credits to guest accounts.
• Responsible for a cash bank and handle cash/credit card/check/coupon transactions according to established policies and procedures.
• Rent and assign rooms; upsell rooms.
• Keep a record of vacant and occupied rooms.
• Coordinate with housekeeping and engineering departments on guest complaints and requests.
• Inform guests of the resort’s Ocean Awareness Program.
• Respond to emergency situation, according to hotel procedures.
• Answer phone calls to the front desk and respond to the questions or forward calls to the appropriate person.
• Coordinate with bell staff on delivery of items to and from the guest rooms.
• Maintain a professional setting at front desk (No eating, gum chewing, using cell phones, or slouching).
• Perform other related duties as assigned or required.

• Generate reports as required.
• Escort guests to their room upon check-in if needed.
• Assist other positions in the department.

• Work at the front desk located in the lobby; open air overhead covering.
• May be warm or windy due to weather conditions and open area.
• Air conditioned office environment.

• Able to work shift and days determined by the manager.
• Able to work in excess of 40 hours per week if needed.

• Proficient in the use of a computer and with the applications Word, Excel, or other required software to perform essential duties.
• Proper and professional telephone etiquette.
• Various office equipment including but not limited to calculators, photocopiers, and facsimile machines.
• Key Card programmer, Electronic Data Capture.

• Sit with upright posture for most of shift at the front desk.
• Able to deal with irate guests and remain calm and friendly.
• Able to work under pressure, manage stressful situations, and multi-task.

• Able to verbally communicate in person and over the phone to employees, managers and guests.
• Able to follow verbal or written instructions.
• Must be pleasant, smiling and friendly.
• Must be able to read and write to effectively perform job functions.
• Must be able to perform general cashiering procedures.
• Must be able to multi-task.

Benefits: medical, drug, vision, and dental care; life insurance; paid vacation and sick leave; dining and golf discounts; and more.

Only qualified applicants for posted positions will be contacted by phone or email, as provided on the employment application form.