Front Service Clerk - Hilton Hawaiian Village Waikiki Beach Resort (Personal Services)

The Hilton Waikoloa Village located on the stunning scenic Kohala Coast is where our Team Members love being a part of our award-winning culture. Hilton Hawaiian Village is Waikiki's only true resort destination located on the widest stretch of beach in Waikiki.  The resort provides access to the Duke Kahanamoku Beach & Lagoon, five sparkling pools, and one of the only water slides in Waikiki. The property has 2,860 rooms and features 17 food and beverage outlets as well as 156k+ sq. ft. of indoor and outdoor banquet space!  

From a friendly workplace environment to competitive health benefits, career growth opportunities and our Go Hilton travel discount program. In addition, you will find our Aloha Spirit throughout every corner of our property. We are currently seeking a Front Service Clerk to join the Guest Services team. 

Classification:  Full-Time 
Shifts:  Full availability, must be able to work morning, evening, overnight, weekends and holidays 

 
Hourly Range: $24.77
 

What will I be doing? 

  

A Front Service Clerk is responsible for answering phone calls, taking orders, and receiving messages from guests and team members and turning requests and messages received over to Bellhelp and other Guest Services team members. Dispatches phone calls and assists as needed to ensure guest inquiries are responded to in a timely manner. Specifically, you would be responsible for the following: 

• Answers phones, takes orders and messages. Communicates to guest service/bell assistance to deliver and retrieve packages and luggage required. 

• Uses positive, clear communication and listens to employees/guest to understand inquires and requests to provide accurate information and prompt assistance. 

• Responds to telephone inquiries using positive and clear communication. Directs and coordinates requests and follows through to the proper personnel. Documents information regarding luggage and follows through with appropriate action. 

• Verifies customer information (room number and name) through computer system to facilitate the efficient and timely delivery of luggage and various items. Generates room listings for bag pulls, deliveries and arrivals.  

• Grasp, lifts, carries and/or otherwise loads/unloads and transports packages from service vehicles and dolly carts to storage area or recipients. 

• Resolves complications as they arise, e.g., lost luggage, damaged luggage, untimely delivery of luggage and other similar situations. 

EDUCATION 

Any combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred. 

EXPERIENCE 

No prior experience required. Prior customer service/hospitality experience preferred. 

LICENSES OR CERTIFICATES 

CPR Certification and/or First Aid training preferred. 

  

GROOMING 

All team members must maintain a neat, clean and well-groomed appearance (specific standards available). 

  

NOTICE: 

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected. 

  

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY 

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. 

• Ability to understand and follow written and/or verbal instructions 

• Ability to communicate effectively verbally and in writing in English including numbers. 

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. 

• Ability to read English language to ascertain information from postage tags, written instructions and claim checks. 

• Ability to lift, bend, stoop, walk, push/pull to retrieve and re-file various binders and files weighing 50 -75 lbs. at levels up to 6 feet high and stand for extended periods of time. 

• Ability to stand, walk and/or sit and continuously perform essential job functions. 

• Sufficient manual dexterity in both hands to be able to retrieve and deliver mail and packages. 

• Good knowledge of Hawaii's places of interest as well as directional knowledge of Hawaii. 

• Perform tasks requiring bending, stooping, kneeling and walking significant distances throughout the property. 

• Ability to input and retrieve information from a computer system. 

• Ability to input 35 words per minute. 

What are we looking for? 

Education: Any combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred. 

Experience: No prior experience required. Prior customer service/hospitality experience preferred.  

Licences or Certificates: CPR Certification and/or First Aid training preferred. 

Grooming: All team members must maintain a neat, clean and well-groomed appearance (specific standards available). 

NOTICE: The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected. 

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY 

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. 

• Ability to understand and follow written and/or verbal instructions 

• Ability to communicate effectively verbally and in writing in English including numbers. 

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. 

• Ability to read English language to ascertain information from postage tags, written instructions and claim checks. 

• Ability to lift, bend, stoop, walk, push/pull to retrieve and re-file various binders and files weighing 50 -75 lbs. at levels up to 6 feet high and stand for extended periods of time. 

• Ability to stand, walk and/or sit and continuously perform essential job functions. 

• Sufficient manual dexterity in both hands to be able to retrieve and deliver mail and packages. 

• Good knowledge of Hawaii's places of interest as well as directional knowledge of Hawaii. 

• Perform tasks requiring bending, stooping, kneeling and walking significant distances throughout the property. 

• Ability to input and retrieve information from a computer system. 

• Ability to input 35 words per minute.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences. 

• Integrity - We do the right thing, all the time. 

• Leadership - We're leaders in our industry and in our communities. 

• Teamwork - We're team players in everything we do. 

• Ownership - We're the owners of our actions and decisions. 

• Now - We operate with a sense of urgency and discipline. 

In addition, we look for the demonstration of the following key attributes: 

• Quality 

• Productivity 

• Dependability 

• Customer Focus 

• Adaptability 

  

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

The Benefits  

Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work. We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:  

• Access to your pay when you need it through DailyPay  

• Medical Insurance Coverage – for you and your family   

• Mental Health Resources  

• Best-in-Class Paid Time Off (PTO)  

• Go Hilton travel discount program  

• Supportive parental leave  

• Matching 401(k)  

• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount  

• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)  

• Career growth and development  

• Team Member Resource Groups