Service Express Agent

About Us

Set along the pristine Kaanapali Beach shoreline is The Whaler Resort on Ka'anapali Beach, a condominium resort that exudes leisure and relaxation.

Comprised of two 12-story towers on six acres of lush tropical landscaping, guests spend days dipping in the pool, catching sunsets on the beachfront, and unwinding by the fire pits.

At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People.

Where people work is a choice and we are excited to have the opportunity to talk to you about opportunities to join our team!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Essential Duties and Responsibilities


* Promptly answer telephone calls, greet callers with a positive and clear voice.

• Listen to ascertain the correct extension.

Reading and using a moderately complex computer console, direct calls to appropriate line.

Requires sitting in a confined space for long periods of time to continuously perform essential functions.


* Transcribe complete messages and repeat information to verify accuracy.

Input and retrieve messages from the computer as requested.

Read and verbally recite exact messages for guests.


* Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.


* Page guests and patrons using the public address system in a courteous and clear manner.


* Act as dispatcher for security, guest services and property operations associates.


* Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.


* Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.


* Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.

• Initiate emergency response as necessary and legibly document pertinent details.


* Remain calm and polite especially during emergency situations or heavy hotel activity.

Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.


* Comply with attendance rules and be available to work on a regular basis.


* Perform any oth...