Guest Service Agent

Halekulani , 2199 Kalia Road, Honolulu, Hawaii, United States of America Job Description Posted Thursday, August 13, 2026 at 4:00 PM LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service." POSITION SUMMARY As an integral part of a team, FSA is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to transporting guest luggage to/from guest rooms, escorting guests to rooms, and informing guests of all hotel services and features. Provide exceptional guest service to driving guests/patrons’ vehicles. Adheres to all local and state driving laws. Responsible for attending to the immediate needs of each guest upon arrival and follow through attention throughout the stay. Thorough knowledge of all hotel services and amenities. ESSENTIAL FUNCTIONS Greet and acknowledge all arriving/departing guests. Maintain cleanliness, sanitation, and organization of work areas. Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at any time of day. Maintain positive guest relations at all times. Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. Transport guest luggage from the point of arrival at the hotel to their assigned room. Transport guest luggage from the current room to reassigned room for room changes. Transport guest luggage from their room to the point of departure from the hotel. Assist in locating the guest’s lost luggage. Correctly tag, store, and retrieve luggage from holding room. Identify and explain hotel facilities and features to guests while escorting them to their room. Identify and explain guest room features to include use of: air conditioning/heat units and thermostat controls telephone television lights bathroom amenities valet/laundry services Offer packing/unpacking service, explain pressing and laundry service. Maintain accurate knowledge of scheduled functions within the hotel to direct guests to the correct locations. Relay accurate directions to guests on inquiries about transportation within the local area. Maintain accurate log record of guest calls for Bell Person assistance. Answer Front Service telephone within three rings using correct greeting and telephone etiquette. Remain in assigned post position, maintaining correct stance. Delivering items to guest rooms promptly to include: messages mail packages flowers sundry items requested by guest gift items Monitor and maintain appearance of lobby areas and luggage holding room. Maintain cleanliness and condition of luggage carts. Inspect vehicle for damage after parking at the garage and notate on the ticket Follow designated procedures for vehicle breakdowns and accidents. Ensure security of vehicle keys. Park vehicles in designated locations in the garage. Perform all other duties as may be required or assigned. SUPERVISORY REQUIREMENTS Reports To: Front Service Manager EDUCATION/EXPERIENCE Minimum one (1) year prior experience as a Front Service staff. High school diploma or equivalent vocational training certificate, prior restaurant service and guest relations experience preferred. LICENSES/CERTIFICATIONS Certification for CPR Valid (State) driver’s license. KNOWLEDGE, SKILLS, & ABILITIES Ability to anticipate guest needs; respond promptly and acknowledge all guests. Ensure familiarity with all hotel services/features to respond to guest inquiries accurately. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Ability to lift items up to 50 lbs. Ability to stand/walk for up to 8 hours throughout work shift. Ability to reach up to 7 feet. Ability to endure various physical movements throughout the work areas. WORK ENVIRONMENT Outdoor, non-air-conditioned environment. Indoor, air-conditioned environment. Exposure to variable temperatures and weather conditions. Exposure to variable noise levels. Exposure to fumes, odor hazards, dust, mites, and/or chemicals. Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. Halekulani , 2199 Kalia Road, Honolulu, Hawaii, United States of America #J-18808-Ljbffr