DoubleTree by Hilton Alana - Waikiki Beach is looking to hire a savvy Guest Service Agent! If you have the passion to provide memorable experiences for guests, this is the position for you! We are located at the edge of Waikiki beach with the Royal Hawaiian Center, and Ala Moana Center within a mile. We hold 317 guest rooms and have 9,000 square feet of event space.

In addition, you will find the Aloha spirit service throughout every corner of our property. Join our amazing team where we know that you’ll love being a part of the Hilton team that was ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list!

The ideal candidate will have:
1 year quality guest-facing customer service experience.
Open scheduling availability to include weekdays, weeknights, overnights, weekends and holidays.
Hotel industry experience ideal.

Shift Pattern: Varied (Union role) – AM PM Overnight. Open availability required including weekends and holidays; shifts will be dependent on business levels and seniority scheduling.

Pay Rate Range: $24.52 - $30.64

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her.Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.Receive, input, retrieve and relay messages to guests.

What are we looking for?

EDUCATION

High school/GED required.

EXPERIENCE

1 year direct customer service background experience required. Hotel operations knowledge ideal.

GROOMING

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

OTHER

Must be computer literate and able to read and write fluently in English. Second language skills preferred.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.Ability to stand and move throughout front office and continuously perform essential job functions.Ability to read, listen and communicate effectively in English, both verbally and in writing.Ability to type 35 wpm.Good knowledge of Hawaii’s places of interest as well as directional knowledge of Hawaii.Hearing and visual ability to observe and detect signs of emergency situations.Ability to grasp, lift and/or carry a maximum of 50 lbs.Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.Ability to access and accurately input information using a complex computer system.Able to engage a guest in verbal communication and to prospect for opportunity to upsell or sell additional services and /or packages.Previous retail selling experience preferred.Hospitality experience preferred.

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.Integrity - We do the right thing, all the time.Leadership - We're leaders in our industry and in our communities.Teamwork - We're team players in everything we do.Ownership - We're the owners of our actions and decisions.Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

QualityProductivityDependabilityCustomer FocusAdaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And our amazing Team Members are at the heart of it all!