Guest Services Representative
Kona Billfisher Resort is hiring for a Guest Services Representative position at in Kailua-Kona, HI!
As a company, we pride ourselves in building our employees' skills in the workplace and promoting from within. When we see talent we recognize it and we build it.
We offer membership to our travel club as a benefit to every employee after their first few months. This includes:
- Access to deeply discounted stays at our resorts
- Access to discounted stays at partner resorts and hotels
- Discounts on other travel related expenses like airfare, car rental and more.
Employees working more than 20 hours per week can also look forward to a more comprehensive benefit plan that is company paid for the employee including medical, dental, vision, short-term disability, and life insurance.
A role in Guest Services is a great way to get started with KBF. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately.
This position is vital to our operations and serves as the foundation for providing the best hospitality that KBF can offer. KBF is managed by LaTour Hotels and Resorts, Inc.
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.