Guest Service Representative at ZEALANDIA HOLDING COMPANY in KAILUA KONA, Hawaii

Job Description:

LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Kona Reef Resort in Kona, Hawaii!  LHR is an EOE!

POSITION SUMMARY
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.
 
ESSENTIAL FUNCTIONS
 
The GSR:

• 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.

 
OTHER FUNCTIONS
 
The GSR may also:

• Perform concierge duties.


• Assist with bellman duties as needed.

POSITION QUALIFICATIONS/REQUIREMENTS
 
Education/Credentials

• This position requires a high school diploma or GED.

Experience

• Customer Service experience is preferred, but not required.

LHR’s 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 the spoken English word to both internal and external guests.


• Detail Oriented: Ability to pay attention to the minute details of every task.


• Organization: Posses 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 REQUIREMENTS
Next to each activity insert N, O, F, or C based on the job requirements.

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