Position Title: Front Desk Agent
Reporting to: Front Desk Manager
Division: Intrawest Honua Kai Resort & Spa (IHKHM)
Location: Ka`anapali, Maui, Hawaii, USA
The Front Desk Agent is an ambassador of Honua Kai Resort & Spa who represents the company’s core values and standards and is “The First and Last Impression” of all owner and guest experiences. The Front Desk Agent ensures owners and guests receive the highest quality of service by registering, and assisting owners and guests in an efficient and professional manner and with the “Aloha Spirit.”
The ideal candidate will:
a) Be available and willing to work when scheduled; this may include evenings, weekends, and/or holidays.
b) Take pride in presenting a professional image; wear proper uniform, including nametag, and adhere to company grooming and personal appearance policy
c) Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards.
ESSENTIAL DUTIES & RESPONSIBILITIES
a) Process check-ins, check-outs, credit card, cash and required accounting transactions accurately and efficiently according to the standard operating procedures (SOPs) of the front office department.
b) Perform daily tasks, (i.e., folio transactions, bucket checks, and guest follow-up), and be able to manage credit limits and create reservations according to SOPs.
c) Have thorough knowledge of all suite categories, including location and view type.
d) Obtain detailed knowledge of all property amenities; including hours of operation of resort outlets and be aware of changes when they occur.
e) Understand the dynamics of a full-ownership property and the services and intricacies that exist between the different guest and owner types.
f) Assist and communicate with owners and guests in an efficient and professional manner; when necessary, provide appropriate service recovery.
g) Utilize appropriate professional etiquette in all communications.
h) Work with the Bell/Valet department in the assigning of check-ins, check-outs, and suite moves.
i) Interact and cooperate in a professional manner with the housekeeping, maintenance, and homeowner experience departments.
j) Establish and maintain a cooperative and supportive working relationship with all associates.
k) Maintain confidentiality of guest information and company related information and materials.
l) Assist the PBX department when necessary.
m) Understand and perform emergency procedures in a calm and confident manner.
n) Maintain a clean and organized work environment and ensure work station inventory is fully stocked.
o) Report to work on time and when scheduled.
p) Perform all job duties in a safe and efficient manner.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties & responsibilities.
a) High School diploma or GED Certificate
a) 2 Years of hospitality and/or related guest service experience (preferred)
Skills & Abilities Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed .
a) Proficient in use of computers utilizing software utilized by the position.
b) Ability to accurately type a minimum 25 words per minute.
c) Ability to perform basic mathematical calculations and cash handling transactions (i.e., make change and end of shift balancing)
d) Able to successfully manage multiple, high priority tasks.
e) Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English language. Other languages are beneficial.
f) Be able to work in a high stress and fast paced work environment and remain calm under pressure.
a) Able to lift, carry, or otherwise move and position a minimum of 20 lbs on an occasional basis.
b) Manual dexterity to operate a computer on a constant basis.
c) Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.
d) Ability to work for extended periods of time standing, walking, bending, reaching, and speaking on a constant basis.
e) Ability to work for extended periods of time kneeling, pushing and pulling on an occasional basis.
- Occasional: less than 30% Frequent: 30 – 70% Constant: greater than 70%
Demonstrates personal excellence: Is honest and principled; resilient and optimistic during changing circumstances, exhibits confidence, and develops self by seeking and learning from feedback.
Builds and fosters relationships: Cooperates and collaborates; leverages others’ input; works effectively with team; communicates clearly; and gains alignment with others.
Champions the guest: Service orientation (prioritizes guest commitment and services as most important aspect of own work), promotes guest loyalty and delivers premium value.
Develops successful strategies: Understands and demonstrates Honua Kai Resort & Spa values; is aware of local competitors and how Honua Kai differentiates itself; demonstrates knowledge and commitment; views change positively and focuses on the benefits of change to help others adapt.
Creates the new and different: Prevents and solves problems; suggests and advocates process improvements; is systematic and rational.
Drives results: Follows work plans and priorities; multi-tasks effectively; and demonstrates personal accountability.
Intrawest - 24 months ago
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