Job Details

The Hilton Waikoloa Village is looking for a passionate self-starter to join the Ocean Tower Vacation Ownership team as an Overnight Guest Service Agent!

Situated on 62 acres of Hawaiian Paradise on Hawaii's Big Island located on the sunny, scenic Kohala Coast, our oceanfront resort offers a taste of the island life full of culture. We will offer, career growth opportunities and our Go Hilton travel discount program. Join Hilton and see why we are ranked #1.

The ideal candidate will have:
Customer-facing customer service experience.
Availability for overnight work.
Knowledge in navigating computer systems.
Day time availability at start for a 3-week training period.

Shift Pattern: Overnight availability required (10:00pm – 6:00am) Fridays and Saturdays or Tuesdays and Wednesdays; shifts will be dependent on business levels and seniority scheduling.

Pay Rate: $25.80 - $28.67

What will I be doing?

• An Overnight Guest Services Agent - Vacation Ownership at Ocean Tower is responsible for 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 upselling products to the guests. Specifically, you would be responsible for performing the following tasks to the highest standards:
• 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 confirms the room number and rate. Promotes and administers Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensure guest knows location of room and arranges for team members to accompany guest to room. Provides welcome packet containing room keys, tokens of appreciation, gifts, etc. to guests.
• Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assist guests 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. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action, and provides 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 answer 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.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implement detailed steps by using experienced judgement and discretion.

What are we looking for?

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!