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Reception Agent-N in Honolulu, HI at Diamond Resorts

Date Posted: 10/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Honolulu, HI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Objective & Summary
  • Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner.  Demands accuracy with daily accounting procedures.

Essential Functions

Check-in and check-out hotel guests in a confident, professional, and friendly manner.
  • Initiate call back after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
  • Adhere to the principles of Signature Training including the “Perfect Signature Call” and the “Call Back Program”.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at whatever time of day.
  • Provide gracious and efficient telephone service as it relates to general PBX services.  Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
  • Review arrivals noting special requests and blocking rooms as necessary for VIP/return guests and group arrivals.
  • Complete all items as listed on shift checklists.
  • Ensure proper credit card procedures are followed at all times to include credit card PCI compliance and guest signature(s) on registration slip.
  • Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
  • Issue guest safety deposit boxes as requested.
  • Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers. Layout, décor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled daily group activities.
  • Advise guests of any messages, mail, faxes, etc. received for them.
  • Communicate service and amenities of the hotel to guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Take, record and relay messages accurately, completely and legibly.
  • Offer detailed information on the voice mail system to callers and guests wishing to leave messages.
  • Accept and record wake-up call requests.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Meet with departing Front Desk Agent to review business status, log-book and follow-up items.
  • Provide Concierge service – fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
  • Knowledgeable of hotel fire and emergency procedures.
  • Keep the front desk as well as lobby areas clean and well organized.
  • Assist with reservations calls in a manner consistent with Signature Training.
  • Legibly document maintenance needs on Second Effort Log and submit to Manager.
  • Develop relationships with local service providers: bonded baby-sitters, florists, beauty shops, etc.
  • All other miscellaneous responsibilities as assigned and deemed appropriate by management.
Qualification Standards

  • High school diploma or equivalent required.
  • Minimum  one (1) year of prior experience in a hotel required.  Luxury hotel experience preferred.
  • Prior experience in a guest relations position preferred.
  • Prior experience with property management systems preferred.  Opera desirable.
  • Ability to effectively communicate in the English language (speak, read, write) with guests, co-workers and management to their understanding.
  • Must have excellent attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision.
  • Ability to accurately compute and manipulate mathematical calculations.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
  • Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.


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