Front Services - Porter/Valet (On-Call)

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.

As an integral part of a team in Halepuna Waikiki, the PorterValet is responsible for continuously looking for ways to improve each guests experience. The PorterValet is responsible for providing prompt assistance for guests, patrons, into and out of the hotel, pick-up and delivery of guests 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.

ESSENTIAL FUNCTIONS

As the first point of contact, warmly greets and welcomes arriving guests and patrons as they enter the Hotel.

• Assist both arriving and departing guests with luggage handling, store guest luggage upon request, and assist with the loading and unloading of baggage into and out of vehicle while maintaining a professional appearance and a cordial attitude.
• Organize and deliver luggage for tour groups.
• Store track and deliver packages as needed.
• Drive and park guest vehicles in a safe and timely manner in order of arrival.
• Retrieve guest vehicles as requested and/or in the order of departure.
• Assist physically challenged travelers and other guests with special needs.
• Answer the phone in a courteous and professional manner within 2 rings.
• Keep abreast of information about local economy and tourism.
• Explain features of the room, including operation of electronic devices and entertainment.
• Recommend and provide accurate information and direction of local attractions, entertainment facilities within or outside the property.
• Anticipate guests needs, respond promptly.
• Respond to guest requests via application ALICE.

SUPERVISORY REQUIREMENTS

Reports To: Front Services Supervisor, Assistant Head Porter, Guest Relations Manager, Front Office Manager.

Supervises: None.

EDUCATION, EXPERIENCE, AND QUALIFICATIONS

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.

LICENSES, CERTIFICATIONS, AND KNOWLEDGE, SKILLS, & ABILITIES

Valid drivers license with an acceptable abstract.

• Ensure familiarity with all Hotel services and features.
• Friendly outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions, and successfully manage multiple tasks.
• Ability to anticipate guests needs, respond promptly, and acknowledge all guests.
• Ability to research, locate, organize, and retrieve resources and information relating to guests needs and requests.
• Creativity to solve new or unique guest issues.
• Ability to drive and operate manual and automatic transmission vehicles.
• 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.
• Must exhibit a poised and professional image and good voice image.
• 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 be able to work various days and/or evenings, including weekends and holidays, pending business demands.

PHYSICAL AND MENTAL DEMANDS

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 the porters 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 tasks 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 an 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.

WORK ENVIRONMENT

Ability to work any days or hours. Outdoors in an area that is exposed to humidity, noise, and vehicular exhaust. Frequently performs porter duties indoors.

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.