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.”

POSITION SUMMARY

As an integral part of a team, The Porter Clerk is responsible for continuously looking for ways to improve each guest’s experience. The Porter Clerk is responsible for assisting the operations of the Bell team including; helping guests into and out of the hotel, coordinating pick-up and delivery of guest’s luggage/items, valet car as requested. Expected to provide exceptional guest experience to projecting a helpful attitude; provide all information and resources possible to fulfill the guests request and thoughtful anticipation of their needs.

SUPERVISORY REQUIREMENTS

Reports To: (Primary) Porter Supervisor, Assistant Porter Supervisor (Secondary) Guest Relations Manager
Supervises: None

EDUCATION/EXPERIENCE

• High school diploma or equivalent vocational training certificate.
• At Least six months of hospitality experience or equivalent, strong guest/customer service skills.
• Experience with property management system helpful.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

KNOWLEDGE, SKILLS, & ABILITIES

• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Working knowledge of basic office machines and computer software (word, excel, outlook) and use of application. Basic mathematical skills.
• Ability to drive and operate manual and automatic transmission vehicles.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ability to research, locate, organize, and retrieve resources and information relating to guest needs/request. Creativity to solve new or unique guest issues.
• Ability to input and access information in a property management system/application.
• Must have ability to work harmoniously in a team setting with fellow workers, guests and management.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Be knowledgeable about service vendors i.e.; baggage companies, taxi, shuttle and have the ability to recommend restaurants , point of interest , tour activities, and entertainment venues .
• Must exhibit a poised and professional image and good voice image.
• Must be able to work various days and/or evenings including weekends and holidays pending business demands.

ESSENTIAL FUNCTIONS

• As the first point of contact, warmly greets and welcomes arriving guests and patrons as they enter the Hotel.
• Answer the phone in a courteous and professional manner within 2 rings.
• Coordinates guests ‘requests / special services and communicates with appropriate departments.
• Coordinates collection and delivery of luggage in an efficient and timely manner; verifies that all transactions are recorded accurately in daily log.
• Receive and mark luggage by completing and attaching claim tags.
• Notify Guest Relations upon guest arrival to create seamless check-in procedure.
• Assist with moving vehicles if necessary.
• Recommends and provide accurate information and direction of local attractions, entertainment, facilities within or outside the property.
• Anticipates guests’ needs, respond promptly.
• Respond to guest request via application (ALICE )
• Performs administrative duties, such as updating logbook, directory, and reference email.
• Ensure the efficient delivery and collection of group luggage.
• Ensure all guest’s valet experience are memorable, unique and as per the hotel’s standard.
• Ensure that the guest has verified that all luggage has been accounted for.
• Assist guest with Long term luggage storage request/left luggage request.
• Works closely with other departments to rectify guest opportunities.
• Responsible to report any security or safety problems, safety hazards and potential security problems to Porter Supervisor.
• Maintain cleanliness, sanitation, and organization of work related areas at all time.
• Be the “eyes and ears “for security of the Hotel.
• Performs other related duties as may be required or assigned by management.

The physical demands and work environment characteristics described here 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.

• Continuously stands at porter’s desk, with frequent walking, running, bending and stooping. Frequently pushes and pulls up to 110 pounds, lifts up to 50 pounds and carries up to 20 pounds. Continuously uses visual and hearing skills.
• Must be physically able to access all work areas and perform all task and services required to fully perform the requirements of the job. Physical hazards may be present.
• Requires working under deadlines and pressure; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships. Must have outgoing, positive attitude in dealing with guests, management and employees.
• Requires ability to speak clearly to staff, managers and guests to give instructions and explanations; ability to listen to and understand managers, staff and guests; ability to receive and give instructions via telephone, computer messages, face- to- face, and in writing .
• Able to handle multiple priorities; anticipate needs of the company and guests; resolve basic customer service issues