Service Express Guest Service Agent Lead (Full Time)

Aloha and Welcome! Thank you for your interest in employment opportunities with Mauna Kea Resort. We invite you to our dynamic team of hospitality professionals. We are confident that our salary and benefits package will be attractive. In addition to industry-competitive salaries, team member recognition programs, and training and career opportunities, we also offer the following benefits: medical, drug, vision, and dental care, life insurance, paid vacation and sick leave, dining, and golf discounts, and more.

At Mauna Kea Resort, we're creating a hospitality company whose future is unlimited and whose values reflect the dedication and passion of our employees. Our success is measured by the quality of the relationships we build with one another, our guests, and our strategic partners. By seeking ways to add value to every encounter, we set ourselves apart from others and instill a sense of pride that is uniquely Prince. We invite you to share this journey with us.

Band 1U

RT Svc Expr Guest Service Agent Lead

Primary Responsibilities: Answer and direct internal and external telephone calls in a friendly, efficient and courteous manner through the resort’s switchboard, following standard operating procedures. Program and log wake-up calls. May retrieve and input messages and facsimiles as requested. Coordinate communications within the resort, including emergency procedures, alarms, life safety, or natural disaster. Take food and beverage orders for room service, process orders on the resort’s POS system. Assign deliveries and other tasks to the waithelp staff. Insure prompt service according to standards. Take dining reservations for all restaurants and is knowledgeable in the menus, hours of operation and entertainment. Contact applicable departments regarding guest requests or concerns.

Lead Role: The Lead Person is a working member of the team who performs operational duties while providing day-to-day guidance, coordination, and support to coworkers. Serving as a knowledgeable resource, the Lead Person helps organize workflow, communicate priorities, assist with training, promote safe and efficient work practices, and support the successful completion of departmental objectives. This position leads through experience and example rather than supervisory authority and does not have responsibility for hiring, discipline, performance evaluations, or other management functions.

Essential Duties:

1. Answer and direct internal and external telephone calls in a friendly and courteous manner.
2. Program and log wake-up calls.
3. May retrieve and input messages and facsimiles as requested.
4. Coordinate communications within the resort, including emergency procedures, alarms, life safety, or natural disaster.
5. Take food and beverage room service orders, process order on the POS system.
6. Assign deliveries and other tasks to the waithelp; insure prompt service.
7. Take dining reservations for resort restaurant; knowledgeable in the menus, hours of operation, and entertainment.
8. Contact applicable departments regarding guest requests or concerns.
9. Suggestive selling and upsell menu items.
10. Consistently perform tasks as specified on sequence of service standards and SOPs.
11. Perform other related duties as assigned or required.

Other Duties:

1. Assist room service waithelp as needed.
2. Provide schedule information upon request to food and beverage team members.
3. Recommend the resorts’ restaurants ad facilities to guests.

Working Conditions:

1. Ordinary office conditions in room service.

Work Hours:

1. Able to work shift and days determined by the restaurant manager
2. Able to work more that 40 hours per week when needed

Equipment Use:

1. Proficient in the use of a computer for reports and dining reservations.
2. Switchboard, telephone and radio
3. Various office equipment including but not limited to calculators, photocopiers, stapler and facsimile machines.
4. Ability to use the resort’s POS system

Mental and Physical Demands:

1. Able to prioritize and organize workload
2. Able to manage stressful and challenging situations.
3. Able to sit at a desk answering a phone for most of shift.

Communication Demands:

1. Able to communicate verbally and in writing to employees, managers and guests/clients.
2. Ability to communicate over the phone.

Minimum Qualification Requirements:

1. Read and write to perform job duties
2. Department of Health TB Clearance
3. Must be pleasant and friendly
4. Must be able to multi-task

We appreciate your interest in joining our 'Ohana. Due to our numerous inquiries, only qualified applicants for posted positions will be contacted by phone or email provided on your employment application form.