Agent, Guest Services  NEW  FT  17-264

  • Go Back
  • Text Size:
  • Aqua-Aston Hospitality

    Agent, Guest Services  NEW  FT  17-264

    Company:
    Aqua-Aston Hospitality

    Location:
    Honolulu
    HI
    US

    Category:
    Admin - Clerical, Customer Service

    Degrees Required:
    High School

    Employment Type:
    Full-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:



    Check in/out guests, make guest reservations and process all guest charges.  Answer telephone switchboard and process calls and messages.  Process all guest complaints to the appropriate personnel in order to maintain highest levels of guest satisfaction.  Assist in concierge and other service related questions for guests.


    Position Responsibilities:  Maximum of ten responsibilities, in order of percentage of time spent on functions from longest to shortest; do not list anything that does not represent at least 10% of the position's time.  Please include supervisory responsibilities.
    1.
    Process guest check-ins and check-outs, perform foreign currency exchanges and handle other cash transactions.  Process credit cards as per Aston procedures.  Responsible of accurate daily collection of money and preparing daily reports.
    2.
    Answer property's incoming telephone switchboard and direct calls to appropriate person.  Record guest telephone and other incidental charges as applicable.
    3.
    Use computer to make reservations, settle guest accounts and research information for guests.
    4.
    Communicate with Housekeeping and Engineering to report and prepare work orders when problems are reported by a guest.  As applicable, follow up to make sure that problems have been resolved.
    5.
    Perform clerical duties such as typing, filing, recording, mailing and computer data input processing.
    6.
    Prepare arrival packets for guests.

    7.
    Maintain a clean and presentable work station as well as a friendly and courteous personal manner at all times.
    8.
    Prepare daily archives, deposit receipts and other reports as required.

    9.
    Be knowledgeable and share information about the area with guests.

    10.
    Handle all room moves and assists with relocations.

    11.
    Perform other duties as assigned.





    Position Qualifications:  Describe the minimum qualifications needed to complete the position responsibilities.
    Education
    High School degree/diploma equivalent additional experience.

    Experience/Skills
    1 or more years of experience in customer service preferred.
    Licenses/Certifications




    Management Activities:  Check all that apply

    Interview, select and train employees

    Set and adjust their rates of pay and hours of work

    Direct the work of employees

    Appraise employee productivity and efficiency for the purpose of recommending promotions or other changes in status

    Handle employee complaints

    Discipline employees

    Plan the work

    Determine the techniques to be used

    Apportion the work among the employees

    Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold

    Control the flow and distribution of materials or merchandise and supplies

    Provide for the safety and security of the employees or the property

    Plan and control the budget

    Monitor or implement legal compliance measures

    Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each, are equivalent to 2 full-time employees).

    Authority to hire or fire other employees or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees.


    Discretion & Independent Judgment:  Answer all questions and provide multiple specific examples.
    Question
    Answer (If yes, give multiple examples)
    Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices? 
    No
    Does this position have authority to commit the employer in matters that have significant financial impact?
    No
    Does this position have authority to waive or deviate from established policies and procedures without prior approval? 
    No
    Does this position have authority to negotiate and bind the company on significant matters?
    No
    Is this position involved in planning long or short-term business objectives?
    No
    Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?
    Yes, handles complaints from guests.
    Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may be reviewed, revised or reversed?
    No
    Physical Requirements:  Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this position.
    Ability to speak and hear.  Close and distance vision.  Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
    Additional physical and visual requirements (check all that apply)

    Identify and distinguish colors

    Frequent sitting
    X
    Stand for long periods of time
    X
    Walk extended distances
    X
    Lift/carry up to 5 lbs.
    X
    Lift/carry 6-25 lbs.

    Lift/carry 26-50 lbs.

    Lift/carry over 50 lbs.
    X
    Reach hands and arms in any direction
    X
    Kneel and/or stoop repeatedly

    Other:
         

    Working Conditions:  Indicate the environmental aspects of the position.  Check all that apply.
    X
    Work in normal office conditions in close proximity to others

    Outdoor weather conditions

    Extreme cold (non-weather)

    Extreme heat (non-weather)

    Wet or humid conditions

    Near moving or mechanical parts

    On high precarious places

    With fumes or airborne particles

    Near toxic or caustic chemicals

    Near risk of electrical shock

    Near loud noises

    In areas of strong vibration

    Other:





    Benefits and Compensation

    We are committed to offering competitive pay and benefits to our employees.  We conduct regular compensation reviews to ensure that our employees continue to earn a fair and equitable compensation package relative to that of other industry competitors.





  • Go Back
  • Text Size:
  • Ads by Nevistas

    Newsletters
    Hotel
    Industry News
     
    Hospitality
    Newsletter
     
    Hospitality
    Trends
     
    Hospitality
    Technology
     
    Your Email Address
    Advertise Here