Agent, Guest Services F/T A180005, A180042

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  • Aqua-Aston Hospitality

    Agent, Guest Services F/T A180005, A180042

    Aqua-Aston Hospitality

    2586 Kalakaua Avenue

    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    Come join our team!

    From full-service resorts and stylish hotels to condominium resorts and comfortable budget properties in Hawaii and the continental United States, Honolulu-based Aqua-Aston Hospitality manages about 50 properties across five distinct brands designed to suit any lifestyle, taste or budget Ð Aston Hotels & Resorts, Instinct Hotel Collection, Aqua Hotels & Resorts, Lite Hotels and Maui Condo and Home. For more information visit or call the 24-hour call center at (855) 945-4092. Aqua-Aston Hospitality is an operating business of ILG, Inc. (Nasdaq: ILG), a leading global provider of professionally delivered vacation experiences.

    Job Description

    The Park Shore Waikiki is seeking an experienced Guest Services Supervisor to assist with overseeing the day to day operations of the front desk.

    Ensure Guests are provided with service that anticipates their needs. Oversee the smooth function of the front desk operation, assures goodwill towards guests at all times. Responsible for training and retraining of all guest service personnel. Maintain good morale and act as a liaison between guest service staff and management. Maintain the “Aloha Spirit” at all times and ensure the staff embraces the same attitude. Responsible for providing quality guest service as it pertains to the front office operation in a gracious and professional manner. Demands accuracy with daily accounting procedures.

    Essential Functions

    (Core duties or tasks which are fundamental and not marginal to the performance of the job. Listed in order of importance and the approximate amount of time to spent each duty or task,)

    Essential Functions:

    1. Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
    2. Ability to perform assigned duties with attention to detail, speed accuracy, follow-through, courtesy, cooperativeness and work with little supervision.
    3. Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.
    4. Ability to deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger.
    5. Ability to accurately compute and manipulate mathematical calculations.
    6. Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.

    Specific Essential Functions:

    ?Oversee the smooth, effective operation of the front office.

    ?Responsible for the training and retraining of employees.

    ?Ensure hotel polices and procedures are followed and adhered to.

    ?Maintain operating supplies-inventory control of all operating supplies

    ?Ensure all VIP amenities are handled appropriately, ensure billing is accurate and items are delivered as promised and hotel's policy and procedures are followed.

    ?Work to attain high employee morale and move constructively to resolve issues in a timely manner.

    ?Ensure all employees are properly groomed and in full uniform.

    ?Create weekly guest service staffing schedule in accordance with hotel occupancy, hotel needs and budgetary compliance.

    ?Ensure that all employees are held accountable for following accounting policies and procedures to ensure guests are billed appropriately for services rendered.

    ?Ensure guest luggage is stored in a secure location

    ?Interact daily with the Hotel Manager to resolve current issues, anticipate future challenges and discuss activities in hotel.

    ?Communicate effectively and efficiently will all hotel staff regarding VIP clients or special operational needs such as group arrivals, early check-in, etc.

    ?Responsible for guest service job duties.

    ?Attend necessary meetings and required training seminars.

    ?Ensure cash is properly accounted for during each shift and balances are maintained. Shortages to be reported to the appropriate manager immediately.

    ?Work closely with all departments to ensure open lines of communication. .

    Qualification Standards

    (Necessary skills, degrees, certification required for core job function.)


    2 year college degree or 3 years previous hotel experience.


    2 years front desk or reservations experience. Adaptable experience with travel industry reservations system and hotel property management systems essential. Standard Microsoft Office knowledge and use is essential.

    Licenses or Certificates

    None required.


    All employees must maintain a neat, clean and well-groomed appearance per the Aqua Hotels & Resorts standards.

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