Literally steps away from Waikiki Beach, shopping and dining, The Laylow, Autograph Collection Hotel is a 1960’s Hawaiian Modern aesthetic hotel in lush garden surroundings. Focused on the relaxed vacation vibe, this hotel transports visitors and employees alike back in time through authentic mid-century furnishings and décor. Centrally located in the heart of Waikiki, it is just a short walk to the ocean, restaurants, shops, and nightlife; making it a fabulous place to work and further your career in the hospitality industry. Find out today what a career with Pyramid Hotel Group at The Laylow can mean for you!

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Pyramid Hotel Groups' high standards of quality.

The Front Desk Agent will:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Hotel's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Take ownership of guests challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
• Any other duties assigned by the manager

Other:

Regular attendance in conformance with the standards, which may be established by Pyramid Hotel Groups from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with Pyramid Hotel Groups rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

• High school diploma or equivalent required.
  • Minimum one (1) year of prior experience in a hotel required. Luxury hotel experience preferred.
  • Prior experience in a guest relations position preferred.
  • Prior experience with property management systems preferred. Opera desirable.
  • Ability to satisfactorily communicate in English (speak, read, write) with guests, coworkers and management to their understanding.
  • Bi-lingual language proficiency is a plus to cater to our international customer base
    • Bi-lingual skills include speaking, reading, and writing 
  • Must have excellent attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision.
  • Ability to accurately compute and manipulate mathematical calculations.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
  • Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.