Guest Experience Agent (Butler) – Kona Village | Rose Wood

Job Description

We believe that life is made of many journeys: Inspiration, Wonderment, Curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. Kona Village a Rosewood Resort currently seeks a Guest Experience Agent who is a well-rounded and seasoned individual to be part of our iconic Resort.
Job summary
To observe guests’ personal preferences and habits and to anticipate their needs using the utmost discretion, particularly SAG guests (VIPs). Be the link between the guest and the hotel; oversee the guest needs during their stay and help the guest with reservations, special requests, room and hotel orientation, luggage packing and unpacking, laundry, shoeshine, etc. Be responsible for gathering preferences and information so the guest recognition is ensured for his next visits; keep a critical eye on room cleanliness, brand standards, and have a thorough knowledge on the functioning of room features, hotel facilities and equipment. Maintain Rosewood high standards of service and hospitality at all times.
Essential Duties and Responsibilities – (Key Activities)
  •  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.
  • Provide a courteous, professional, efficient, and flexible service always. Be well groomed, clean, and pleasant.
    Report for duty on time in accordance with company policy and adhering to grooming standards, for the shift handovers.
  • Have a full knowledge of the company philosophy, core values, responsibilities, daily activities of the day and all about the hotel facilities such as Spa, Pool, Restaurant, Bar and Fitness Studio, etc.
  • Register all the information, updates and instruction learned during the day before leaving the office.
  • Follow all the guest needs until they are completed to the total guest satisfaction and Rosewood Standards.
  • Fill in the daily guest report and ensure any pending items at the end of a shift are handed over.
  • Keep the guest’s agenda on daily basis and have a track of the location where the guests are.
  • Welcome the guest by the main entrance depending of the time.
  • Register and regular updating in SAG GROUP for all known details of guest’s movement, activity, plan, schedule, F&B order, special amenity, allocation change, room move, etc. – To the best of your knowledge.
  • Register guest in the commodity of their suite, respecting all the set standards by Front Office.
  • Offer suite orientation to the arrival guests following all, Forbes, LQA and Rosewood standards.
  • Extend special attention to suites occupied by families according to the culture.
  • Offer services of unpacking-packing luggage.
  • Take care of the guest’s laundry, pressing and dry-cleaning with coordination of valet service.
  • Maintain guest room and wardrobe in a neat and tidy fashion.
  • Arrange amenities for arrivals and refresh them on daily basis according to the guest wishes when needed.
  • Clean and polish all cutlery, glasses, dishes and napkins in the suites prior to guest arrivals. Ensure all items are perfectly folded and placed in the right position as per Rosewood standards.
  • Polish the guest shoes as per the set standards with the shoes tree in each pair of shoes.
  • Coordinate with the front desk for speed check-in & check-out as per guest request.
  • Deliver guests’ mail and messages promptly.
  • Inform the housekeeping department of the time desired for the daily cleaning and turn-down service.
  • Make aware all the hotel departments about guest allergies and food preferences.
  • Be fully conversant with all services and facilities offered by the hotel.
  • Be fully conversant with new promotions, Menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
  • Be fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.
  • Assist in arranging medical assistance when needed
  • Have a thorough understanding and knowledge of use of the equipment and techniques such as silverware and chinaware maintenance.
  • Have a thorough understanding of technical features of the suites.
  • Have good knowledge how to serve guest their meals and drinks in their suite.
  • Be the main contact for guests and the hotel during suite receptions and dinner parties.
  • Prepare arrival and departure gifts to be given to the guest.
  • Perform all duties with the same sense of priority and dedication.
  • Monitor operating supplies and reduce spoilage and wastage.
  • Keep a friendly environment attitude at all time.
  • Host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous manner.
  • Serve our guests in a calm, discrete and courteous manner, respecting timing standards.
  • Support the other departments such as Housekeeping, Concierge, In room dining, and Front Office with their duties when needed.
  • Operate and coordinate with relevant departments the in and out of the room and optimize service while the guest is away as often as possible.
  • Keep a critical eye during the process of room inspection and to report any default equipment.
  • Coordinate single entry service with the departments as needed.
  • Anticipate guest needs, respond promptly and acknowledge all guests, however busy or whatever time of the day.
  • Assist the Guest Experience Manager in organizing the amenities, supplies, equipment requisition according to business level and replenish shortage when necessary.
    Handle guest enquiries either by telephone or in person in a courteous and efficient manner and report guest complaints or problems via Knowcross and assure follow up with guests.
  • Bid farewell to the guest outside of the suite or in lobby at the check-out date.
  • Help with the update of the guest history in the system in registering all information collected.
  • Assist in collecting all important information from the guest and feeding it into the profile of guest in Opera.
  • Help monitor and stock inventory and report supplies needed to Guest Experience Manager.
  • Maintain a high standard of personal appearance and hygiene at all times
  • Maintain high standards of the hotel when fulfilling his/her duties.
    Maintain a good working relationship with staff in all other departments.
  • Be very familiar with the Room division/Front office policies and procedures
  • Attend and contribute to necessary staff meetings, Departmental and Hotel training as scheduled and other related activities.
  • Project at all times a positive and motivated attitude and exercise self-control.
  • Carry out any other reasonable duties and responsibilities as assigned by superior with a positive attitude.
Experience / Required Skills:
·         Minimum two year’s hotel reservation, guest services, housekeeping, and/or front office experience
·         Excellent organizational skills, flexibility.
·         Excellent interpersonal skills. Superior oral/written communication skills; ability to interact successfully with all levels.
·         Excellent telephone etiquette.
·         Tact and good judgment and proven experience interacting with customers and hotel management.
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
Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand 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, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.
Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements
Must be able to exert physical effort in transporting 50 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
Clean driving record is a must.