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Japanese Guest Services Agent (Part-Time) at Highgate Hotels, LP

Posted in Other 30+ days ago.

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Type: Part Time
Location: Honolulu, Hawaii





Job Description:

EMPLOYMENT STATUS

Part-Time

OVERVIEW

The Japanese Guest Service Agent is primarily responsible to assist Japanese speaking guests, but will also be

responsible for providing attentive, courteous and efficient service to all guests throughout their stay, while maximizing room revenue and occupancy.

RESPONSIBILITIES

* Maintain a warm and friendly demeanor at all times.

* Must be able to effectively communicate (Japanese and English) both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.

* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

* Must be able to multitask and prioritize departmental functions to meet deadlines.

* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

* Attend all hotel required meetings and trainings.

* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.

* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

* Must be effective in anticipating, preventing, identifying and solving problems as necessary.

* Maintain a clean work area.

* Assist guests with safe deposit boxes.

* Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

* Must be able to multitask and prioritize departmental functions to meet deadlines.

* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

* Attend all hotel required meetings and trainings.

* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

* Perform other duties as requested by management.

* Maintain and market promotions and guest programs.

QUALIFICATIONS

* Fluent in both English and Japanese (speaking, reading and writing) required.

* College course work in related field helpful.

* Experience in a hotel or a related field preferred.

* High school diploma or equivalent required.

* Computer experience required.

* Customer service experience preferred.

* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

* Must be able to cross-train in other hotel related areas.

* Must be able to maintain confidentiality of information.

* Must be able to show initiative, including anticipating guest and operational needs.

* Maintain a warm and friendly demeanor at all times.

* Greet and welcome all Japanese guests in accordance with Highgate Hotel Standards.

* Assists in the process and preparation of Japanese wholesale and group arrivals and departures.

* Support the front office operations as needed.

* Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

* Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

* Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

* Follow all cash handling and credit policies.

* Be aware of all rates, packages and special promotions.

* Be familiar with all in-house groups.

* Be aware of closed out and restricted dates.

* Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

* Be familiar with hospitality terminology.

* Have knowledge of emergency procedures and assist as needed.

* Handle check-ins and checkouts in a friendly, efficient and courteous manner.

* Use proper two-way radio etiquette at all times when communicating with other employees.

* Fully comprehend and be able to operate all relevant aspects of the front desk computer system.

* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

* Be able to complete a bucket check, room rate verification report, and housekeeping report.

* Balance and prepare individual paperwork for closing of shift according to hotel standards.