Dining Reservations - Dining Reservationist

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

The Dining Reservations Agent provides administrative support for the department and provides quality service to a diverse group of important external callers and visitors as well as internal contacts at all levels of the hotel. They assist in the coordination of all dining reservations within the hotel in order to attain established financial goals for the Food & Beverage division while maintaining the service standards set forth.

• Anticipate guests’ needs; respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. Help resolve guest complaints, ensuring guest satisfaction. 
• Meet with Dining Reservations Manager to review assignments, anticipated business levels, changes and other information pertinent to the day’s scheduled activities.
• Assist to communicate additions or changes to the assignments as they arise throughout the shift.
• Greets all individuals and provides immediate assistance. Answers phone calls for department and fields/answers all routine and non-routine questions. Coordinates and maintains daily reservations including changes, additional information, and cancellations for the designated restaurant outlets.
• Prepares all general departmental correspondence, memos and reports. Communicates additional reservations details to supporting departments to ensure awareness to guest events.
• Documents all guest requests/complaints and communicates such to respective personnel for proper handling. Assists with resolving guest concerns to ensure satisfaction.
• Establishes, develops, maintains and updates filing system for the department. Retrieves information from files when needed. Maintains confidentiality and security of specified hotel information, correspondence, reports and files.
• Corrects maintenance and use of office equipment. Replenishes office supplies as needed. Coordinates service repairs, ensuring minimal costs.
• Performs all other duties as may be required or assigned.

Reports To:         Dining Reservations Manager

Supervises:        None

• High school diploma or equivalent vocational training certificate.
• Minimum one (1) year of experience as a Reservationist or similar position required; or any combination of education and experience which would provide the necessary knowledge, skills, and abilities required in performing the essential functions of this position. Prior hotel or restaurant experience preferred.
• Fluently in Japanese preferred.

• None

• Able to anticipate guest needs; respond promptly and acknowledge all guests. Familiar with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.
• Possesses strong organizational skills and have the ability to multi-task.
• Possesses strong verbal and written communication skills.
• Strong proficiency in use of Microsoft Office programs such as Word, Excel, Outlook, and PowerPoint.
• Able to maintain a high level of professionalism and demonstrate superior customer service.

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transport up to 30 lbs.
• Ability to sit and type constantly for up to 8 hours throughout work shift.
• Maintain stationary position for up to 8 hours throughout work shift.
• Ability to endure various physical movements throughout the work areas.

• Indoor air conditioned environment.
• Exposure to variable temperature conditions.
• Exposure to variable noise levels.
• Exposure to chemicals, fumes, dust, mites, and/or odor hazards.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.