General Information
Country/Region
United States of America
Province/City
Hawaii
Location
Kona Village Resort, A Rosewood Resort
Department
Rooms - Front Office
Job Type
Full-time Permanent
Job Description
JOB DESCRIPTION:
The Guest Relations Coordinator is responsible to make sure that all guests are reached out to prior to arrival to make all necessary arrangements to personalize their stay at Kona Village, A Rosewood Resort.
Essential Duties and Responsibilities: (Key Activities)
- Send pre-arrival emails to all guests
- Ascertain arrival/departure information for all guests. Review transportation needs and communicate with guests directly.
- Maintain an updated profile for all guests; preferred room, specific amenity, preferred time for housekeeping service, etc.
- Prepare weekly SAG report and relay all guest information to respective departments
- Assign guest Hosts according to the Host Program SOP.
- Assist Guest Experience team when needed in performing their duties.
- Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of: scheduled daily activities; in-house groups; hotel extension numbers; beeper number/radios carried by hotel personnel; all special requests (DND, screen calls, NRG, etc.); hours of operation of each outlet; features and services provided by the hotel.
- Meet with Supervisor to review daily assignments and priorities.
- Access all functions of computer system.
- Set up work station with necessary supplies.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Confirm reservation in system and review all noted information.
- Verify reservation information with the guest (departure date, room type).
- Communicate services and amenities of the hotel to guests.
- Maintain guest history files on all guests.
- Document and confirm reservations and cancellations.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Solicit guest comments on their stay.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
- All other duties as required.
- Experience: Previous experience at a luxury/ultra-luxury hotel.
- General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- Technical Skills: Ability to input and access information in the property management system/computers. Proficiency in Opera, Alice, KnowCross and Microsoft Office is preferred but not required.
- Language: Required to speak, read and write English, with fluency in other languages preferred.
- Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
- Licenses & Certifications: None required.
About Us
Located on the Kona Coast of the Big Island of Hawai‘i, the iconic Kona Village Resort will once again open its doors and welcome back ‘ohana (family) to the historic and culturally rich destination in 2023. Spanning 81 acres of stunning geologic landscape and richness, Kona Village, A Rosewood Resort will draw inspiration from the history of the site, local culture and natural elements.
Less than 10 miles north of the Kona International Airport, Kona Village, A Rosewood Resort will debut 150 unique, standalone guest hales with locally-inspired décor and a privileged sense of seclusion. An array of distinct dining venues, including the original resort’s beloved Shipwreck Bar and Talk Story Bar, will offer elevated yet relaxed experiences. The resort will also offer an array of event spaces and outdoor activities, making it an exceptional destination for meetings, events and celebrations.
Less than 10 miles north of the Kona International Airport, Kona Village, A Rosewood Resort will debut 150 unique, standalone guest hales with locally-inspired décor and a privileged sense of seclusion. An array of distinct dining venues, including the original resort’s beloved Shipwreck Bar and Talk Story Bar, will offer elevated yet relaxed experiences. The resort will also offer an array of event spaces and outdoor activities, making it an exceptional destination for meetings, events and celebrations.
$ads={2}
$ads={1}