Greets, registers and escorts guests quickly and accurately by imputing and retrieving information with routine difficulty from a computer system, confirming pertinent information in a friendly and sincere manner. Offers oshibori towels and escorts guests to their rooms while offering an informative narrative about the resort and outlets. Closes guest accounts at time of check out and ascertains satisfaction. Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances assigned house bank. Accepts and records vouchers, travelers checks, and other forms of payment. Ensures that guest information inputted and/or updated is complete and accurate. This means information obtained while registering needs to be complete and accurate. Offers services and up sells as directed by management, consistent with customer needs.
Fields guest requests and concerns, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extends assistance in order to resolve challenges such as price conflicts, insufficient heating or air conditioning, lost or delayed luggage, tardy shuttle bus, etc. Plans and implements detailed steps by using experienced judgement and discretion. Resolves any and all guest problems to the best of their ability and knowledge with courtesy, empathy and a smile. Negotiates and compromises, which may include authorizing revenue allowances.
Handles individual house bank according to The Kahala Hotel & Resort’s, “House Bank Acknowledgement” Form. These procedures include but are not limited to: balancing house bank back to original amount issued daily, advising management of overages and shortages, etc.
Communicates with Shift Supervisor and/or Doormen all pertinent guest information to ensure proper communication to related departments and management. This includes blocking changes, guest challenges, insufficient credit, room moves, monitoring and assisting the doorman to control traffic flow in the porte cochere, keeping the entrance clear and free from congestion, and other Front Door-related issues, etc.
Acts as an information center for any guest inquiries, questions and/or requests. This includes answering the phone in three (3) rings and expedient guest acknowledgement. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers upon request. Maintains all pertinent logs such as delivery, check ins/outs, room moves, valet. Assists with directions, bikes, taxis and shuttle services.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes, credit issues, guest anger in a professional manner.
Complete all duties as listed on the “Front Office – GSA Shift Checklist” by the end of the work day. These duties include but are not limited to: Checking guest traces, handling guest mail, cleaning and restocking stations, ordering supplies, checking arrival and departure reports, checking transportation orders, ensuring amenities are ordered in a timely manner, bag pulls, etc.
Converts foreign currency at current posted rates. Performs accurate and moderately complex mathematical functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Buys and sells stamps.
Acts as an information center for all inter-departmental inquiries, questions or requests involving computer data or Front Office functions.
Ensure proper Marlock and master key control procedures are followed.
Escorts guests to the reception desk while offering an informative narrative about the resort and outlets.
Carefully assists with the handling of luggage, golf bags, amenities and messages, ensuring fast and efficient delivery and security. Assists with the maintenance of a safe storage area for guest luggage and personal items.
Assist in other areas of the operations and guest services as deemed necessary or directed by Shift Supervisors, Doormen and Front Office Management.
Assist all guests to the best of ones abilities and skills.
Education
High School diploma or equivalency required.
College degree in hospitality management or similar field preferred.
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