Guest Service Executive - FULL TIME

Job Description

Job Description

Hale Akua Garden Farm & Eco-Retreat Center is a gorgeous eco-retreat center and certified organic farm, overlooking 30 miles of untouched Maui coastline. It is located in the pristine valley of Huelo, just outside of Haiku.

We host individuals, families, couples and small groups who come to unwind and reconnect with their deeper selves. Hale Akua is also a large retreat venue supplier where retreat leaders from all over the world come to host their retreat. The property features an organic farm which draws interest and guests to our property.

You will be working with an accountant preparing invoices for payment. You will be welcoming registered guests and giving short tours of the property. As your experience with our office grows, more responsibilities will be offered.

In hiring for this position, we are seeking to ensure that the retreat center functions well with an excellent guest experience. All employees must have their own car with a current safety check and a current driver's license.

Hours for this full-time job are Tuesday - Saturday or Sunday to Thurrsday 9am-5pm. Hours and even occasional days may vary to accommodate events on the property. The job starts out as a training position, where you will work with the other staff, and will eventually graduate to being a fully active member of our team.

We would like someone who has had experience with taking at least some retreat, and as a result, has some understanding of the kind of people who come to retreats.

We would also like someone who is interested in training in Compassionate Communication (NVC), a system of communication developed by Marshall Rosenberg PhD. (cnvc.org). Basic training in this style is offered from time to time and is important to participate in.

Guest Services Executive at Hale Akua Garden Farm & Eco Retreat Center ensures guests receive the best service possible from the property. You provide guests with their requested room, address their needs, and resolve any complaints they may have throughout their stay.

Your duties and responsibilities as a Guest Service Executive include:

• Answering all incoming calls, check and forward voicemails and provide details on our retreat center, including available rooms, pricing, and facilities or directing calls to the appropriate staff member.
• Check your Slack messages for inhouse conversations including guest requests, maintenance needs, housekeeping needs, landscaping needs.
• Monitor your work email and contact@ email hourly and respond to inquiries of private and retreat guests, retreat leaders, vendors, management, IT and internal staff and forward email to appropriate person wherever needed. File appropriately once completed.
• Share in greeting and welcoming guests upon arrival and during their stay. Answer guest questions, direct guest concerns to responsible team or staff and/or address/record/resolve and report all complaints.
• Communicating with guests before, during and after their stay via phone or email. Perform concierge duties by answering any question about property or about Maui, and making recommendations for activities and restaurants etc.
• Learn and understand about Hale Akua lodging and venue facilities and be able to clearly explain about the facilities to retreat guests how they can best utilize Hale Akua amenities for their specific needs.
• Know how to listen to customer’s needs and responsible for maintaining a consistently high level of customer service as outlined by Hale Akua.
• Share in performing all incoming/outgoing mail management responsibilities daily, including checking P.O. Box daily, picking up, loading, unloading, storing, & distributing received packages, sending mail/packages for guests and Lori.
• Share in performing all check-in functions including preparing clipboard and keys, verifying arrival times through email and update in RG and communicating with team (also handing over after-hours check-ins to Night phone attendant and communicate to guest via night phone, taking payments form guests for late checkins), communicating house rules to guests upon arrival, completing check-in registration process, providing parking passes, handing over keys, scheduling farm tours & massage, giving property orientation/tour, storing luggage, upselling extra facilities and services wherevee possible.
• Share in performing all check-out functions including returning of room keys, collecting payments on pending charges (like farm tours, extra nights, late check-ins etc.), requesting feedback on Guest Comment Forms, and online on Google, Yelp & Trip Advisor, providing gift vouchers to guests (one per guest) for completed comment forms.
• Share in performing all necessary accounting functions on Retreat Guru PMS including but not limited to adding charges on guest statements, taking payments, moving transactions and final reconciliation to ensure final payments are correct.
• Share in managing bookings for all Membership rooms including offering Membership rooms when appropriate and upon Lori’s approval, sending pictures and pricing, taking reservations and confirming PayPal payments and recording them under guest reservations.
• Share in assisting retreat sales team staff member with other daily responsibilities such as group tours etc. whenever necessary or when sales team is not available. Answer any questions they might have in regards to the lodging and venue facilities over phone or in-person.
• Provide a daily work log to your supervisor via email or Slack. Prepare for all online trainings/meetings 10 minutes ahead of time and be in attendance punctually.
• Enter a daily work log in the logging software provided. Spend ten minutes daily before leaving for the day to highlight the most important tasks you performed in the day and time spent on those tasks.
• Participate in a weekly check-in with your supervisor to go work performed in the last week, work planned for the week ahead and any of your questions or concerns.
• Manage bookings from OTA channels including Airbnb, VRBO, Booking.com, Expedia, Agoda and Trip Advisor. Log into each platform at beginning of day and respond to guest inquiries under platform inbox before during & after their stay, accept reservation requests, confirm arrival and departure times, request reviews after check-out, collect additional fees such as late check-in and post in RG.
• Transfer all Trip Advisor bookings from InnRoad to Retreat Guru with balance settlement and all Airbnb, VRBO, Booking.com, Expedia, Agoda and website bookings as well as retreat blocks from Retreat Guru to Innroad.
• Perform all relevant tasks involved in new employee intake including printing employee packet, collecting employee documents including valid ID, providing intake forms to fill out and filing them in new employee folder and sending them to accountant for payroll.
• Oversee Easy Workforce fingerprint, Slack and email implementation for new employees. Setup new channels and employees accounts and train them on how to use Slack and outlook email.
• Manage invoice payments for vendors. Go through invoices received via email and print, stamp, initial, date and scan received invoices and email invoices to Mark & Lori. Save the scanned invoice to Downloads and file physical invoices and collected W9s. Furthermore, draft all ACH payments.
• Prepare and coordinate deposits of checks for retreats, guest payments etc. File copies of physical checks that are being deposit

Requirements

JOB REQUIREMENTS:

• Excellent written and verbal communication skills. Highly developed relationship skills, including the ability to see and appreciate other points of view.
• Detail-oriented, highly organized, customer-centric and resourceful with ability to prioritize, problem solve and take initiative.
• Adept in the use of Zoom, Slack, Outlook, Google Drive, MS Office, particularly Excel and Word, and web-interface systems.
• Able to quickly learn and adapt to Retreat Guru property management system for daily retreat management.
• Ability to inspire and motivate, as well as to collaborate and build strategic relationships
• Demonstrated ability to manage multiple projects simultaneously and able to switch gears and work on and off computer as and when needed.

Benefits

$27-29 per hour based on experience. Benefits: Health Insurance PTO: Vacation Days, Sick Days, Holiday Pay, Mental Leave.

Use of salt water pool, hot tub and sauna facilities after work hours. Opportunities for staff who teach their own classes are possible in our yoga room when that is not being booked by guests.