Guest Service Representative

Guest Service Representative

Job Description

The Guest Service Representative is responsible for providing outstanding guest experiences by providing professional and knowledgeable assistance with the spirit of aloha.

Duties and Responsibilities Guest Experience

  • Anticipate guests needs
  • Greet each guest with a warm, friendly, and desire to assist demeanor
  • Spend over average 50% of time “on the floor” offering support and assistance to all guests
  • Represent the center in a professional, helpful, polite and outgoing manner
  • Provide superior customer service via all medium (personal, phone, email, text)
  • Professionally answer all telephone calls, emails and texts, and respond to inquiries. Take messages, forward calls, place guests on hold, etc. in a polite, friendly manner
  • Be knowledgeable of tenant information including hours, sales, events, brands, services, amenities and more
  • Conduct research as necessary to resolve the guest’s inquiry
  • Make Center restaurant reservations and inquiries for guest
  • Process sales and amenities including copies, stroller/wheelchair, gift cards, etc.
  • Assist with customer complaints and turn into a positive outcome


  • Problem solve guest or tenant issues and notify key departments (security, engineering, management)
  • Assist with communication to merchants regarding specific needs (i.e. Easter Sunday hours etc)
  • Actively educate self on all merchants, including upcoming sales/promotions


  • Assist with coordination and execution of events
  • Anticipate potential opportunities for improvement
  • Install and remove event poster advertising throughout Center
  • Provide recommendations and feedback to improve guest, vendor and internal experiences


  • Actively sell and process Gift Card program. Maintain accurate records and submit as required
  • Anticipate and determine daily cash register needs
  • Balance all revenue daily
  • Complete daily shift reports
  • Maintain Guest Services booth to ensure a clean, professional appearance
  • Work in conjunction with management on updating Guest Services Manual to ensure current
  • Support center initiatives, programs, promotions and events.
  • Be the “eyes and ears” for management in the shopping center
  • Take initiative in all job description components
  • Other duties as assigned

Core Competencies

  • Strong Customer Service focus
  • Communication
  • Adaptability
  • Teamwork
  • Computer and mobile phone software knowledge

Job Requirements

  • Minimum 18 years of age
  • Possess valid driver’s license
  • Possess and maintain a clean driving record
  • Obtain and pass a criminal background check
  • Experience in face-to-face guest services
  • Positive customer service demeanor
  • Provide outstanding guest service
  • Strong verbal and written communication skills
  • Possess problem solving ability
  • Handle multiple tasks in a high volume environment
  • Knowledge of Maui Island with strength in Kahului and Wailuku area preferred
  • Ability to adapt easily to varying situations
  • Perform under pressure and tight deadlines, while assuring exceptional customer service is provided
  • Ability to stand without slouching and to walk for long periods of time
  • Ability to lift a minimum of 10 pounds
  • Ability to meet company appearance guidelines
  • Proficient computer skills including Outlook, Excel, Word and Internet programs
  • Experience with cash, credit and debit card transactions
  • Ability to work rotating shifts (weekdays, evenings and weekends)