Bilingual Guest Service Agent / PBX Operator - Japanese/English - Full Time - Doubletree Alana Waikiki

[{{ $ctrl._job.status.name | translate}}] Bilingual Guest Service Agent / PBX Operator - Japanese/English - Full Time - Doubletree Alana Waikiki
Doubletree Alana Waikiki

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Job description

Job Summary

A Guest Services Agent / PBX Operator with Doubletree by Hilton is responsible for:

  • As a Guest Service Agent: Greeting and registering guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel . Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.
  • As a PBX Operator: Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.


What will it be like to work for this Hilton Worldwide Brand?
DoubleTree by Hilton understands that doing the little things well means everything. It all starts with a warm chocolate chip cookie welcome. And yet, the experience is far from cookie-cutter. The hotels are interesting, unique properties in great locations and serve as the antidote to impersonal vacations, meetings and events. Our guests stay with us because they know they''ll enjoy an experience they truly value at a competitive price. At DoubleTree by Hilton, we provide the simple acts of care and thoughtfulness that make the traveler feel human again. Our hotels mark the end of travel''s challenges and the beginning of a restful stay.
DoubleTree by Hilton is one of Hilton Worldwide''s ten market-leading brands. For more information visit www.hiltonworldwide.com.
If you appreciate the little things and enjoy creating exceptional experiences, you may be just the person we are looking for to work as a Team Member with DoubleTree by Hilton.


What will I be doing?

A Guest Services Agent / PBX Operator with Doubletree by Hilton is responsible for:

  • As a Guest Service Agent: Greeting and registering guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel . Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.
  • As a PBX Operator: Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.

Specifically, you would be responsible for performing the following tasks to the highest standards:

  • As a Guest Service Agent:
    • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

    • Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler''s checks, and other forms of payment. Converts foreign currency at current posted rates.

    • Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

    • Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.

    • Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

    • Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

  • As a PBX Operator:

    • Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.

    • Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.

What are we looking for?

EDUCATION
High School graduate or equivalent required
4 year college degree preferred with emphasis on foreign languages.


EXPERIENCE

1 year of customer service required.
1 - 2 years of prior guest service experience are preferred.

2 years of combined prior PBX experience preferred.

Prior hospitality experience also preferred.


LICENSES OR CERTIFICATES
CPR Certification and/or First Aid Training preferred.


GROOMING/UNIFORMS
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.


OTHER
Additional language ability strongly preferred.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
  • Ability to prioritize and organize workload to ensure deadlines are met.
  • Ability to read, listen and communicate effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • Hospitality - We''re passionate about delivering exceptional guest experiences.
  • Integrity - We do the right thing, all the time.
  • Leadership - We''re leaders in our industry and in our communities.
  • Teamwork - We''re team players in everything we do.
  • Ownership - We''re the owners of our actions and decisions.
  • Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability
What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!


Requirements

See description

Job type
Full-time
Location
Waikīkī, Honolulu, HI, United States
Department
Other
Starting in
As soon as possible

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