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Guest Services Agent

Royal Lahaina Resort

Guest Service Agent

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities
  • Greet and welcome all guests approaching the Front Desk in a friendly, professional manner, in accordance with Marriott and Highgate Hospitality standards.
  • Provide excellent guest service by responding promptly and courteously to guest inquiries regarding hotel services, amenities, facilities, and hours of operation.
  • Handle guest check-ins and check-outs efficiently and accurately, ensuring a positive arrival and departure experience.
  • Maintain proper operation of the PBX console, answering and directing calls according to hotel standards (if applicable).
  • Log, secure, and coordinate delivery of guest packages, mail, and messages to guest rooms and meeting spaces.
  • Review the Front Office log book, traces, and communications daily to ensure continuity of service between shifts.
  • Provide accurate information to guests regarding local restaurants, transportation options, entertainment, and area attractions.
  • Follow all credit card, and financial policies in compliance with Marriott and Highgate standards.
  • Maintain awareness of current room rates, packages, promotions, and special offers as outlined in the Red Book or brand systems.
  • Be familiar with all in-house groups, special programs, closed-out dates, and rate restrictions.
  • Obtain all required guest information when taking reservations and follow established rate-quoting and reservation procedures.
  • Maintain working knowledge of hospitality terminology, policies, and procedures.
  • Be knowledgeable of emergency procedures and assist guests and team members as needed.
  • Use proper two-way radio etiquette and professional communication when interacting with other departments.
  • Demonstrate strong proficiency in the Front Desk computer systems and related technology.
  • Complete all assigned tasks and duties on the shift-specific checklist accurately and in a timely manner.
  • Perform daily operational reports including, but not limited to, bucket checks, room rate verification reports, and housekeeping reports.
  • Balance and prepare individual shift paperwork and reports according to hotel and brand standards.
  • Promote, maintain, and enroll guests in applicable promotions and Marriott Bonvoy loyalty programs.
  • Maintain a clean, organized, and professional Front Desk and work area at all times.
  • Assist guests with safe deposit box access in accordance with hotel policy.
Qualifications
  • High School diploma or equivalent required.
  • College coursework in a related field is helpful.
  • Prior hotel or hospitality experience preferred.
  • Customer service experience preferred.
  • Marriott systems experience, including FOSSE training, strongly preferred but not required.
  • Computer experience required, including the ability to learn new systems.
  • Flexible availability required; long hours, weekends, and holidays may be necessary based on business needs.
  • Ability to perform light work, including exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
  • Ability to stand for the duration of the assigned shift.
  • Maintain a warm, professional, and friendly demeanor at all times.
  • Ability to communicate effectively, both verbally and in writing, with guests and employees at all levels in a courteous and service-oriented manner.
  • Strong listening skills with the ability to understand, clarify, and resolve concerns raised by guests and team members.
  • Ability to multitask, prioritize responsibilities, and meet deadlines in a fast-paced environment.
  • Approach all guest and employee interactions in an attentive, friendly, and service-focused manner.
  • Attend all required hotel meetings and training sessions.
  • Maintain regular and reliable attendance in compliance with Highgate Hotel Standards and scheduling requirements, which may vary based on operational needs.
  • Maintain high standards of personal appearance and grooming, including proper uniform and nametag compliance.
  • Adhere to Highgate Hotel Standards and safety regulations to support efficient and safe hotel operations.
  • Demonstrate initiative by anticipating guest needs and identifying opportunities for improved efficiency or service.
  • Ability to effectively handle problems by anticipating, identifying, and resolving issues as needed.
  • Ability to understand and apply detailed information, policies, and procedures from multiple sources.
  • Willingness and ability to cross-train in other hotel departments as required.
  • Maintain confidentiality of guest, employee, and company information at all times.
  • Perform other duties as assigned by management.
Vacancy posted 4 days ago
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