Guest Services Relief Agent, Full-Time

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Property:

Imagine spending every day working in a place that must be seen to be believed. Timbers Kaua‘i at Hkala, oceanfront on Kaua‘i, is a blend of the pristine and playful, and we get to do what Owners and guests love in one of the most beautiful places on earth. Our team members reflect the highest level of aloha with anticipatory service in an unparalleled setting.

SUMMARY:

The Guest Services Relief Agent delivers warm, personalized service to Owners and Guests while providing scheduled coverage across Concierge, Bell/Valet, and Night Audit. This position supports a seamless arrival, stay, and departure experience. The Agent works independently within established procedures and coordinates closely with other departments to complete requests.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Essential duties and responsibilities may include, but are not limited to, the following:

Concierge and Guest Services

• Welcome Owners and Guests by name when possible; complete arrival and departure procedures, verify reservation details, and provide clear information about residences and resort amenities.
• Coordinate dining, activities, transportation, and special requests; confirm details, communicate applicable charges and cancellation terms, and follow through to completion.
• Maintain accurate reservation records, guest profiles, preferences, messages, and shift notes while protecting personal information.
• Process authorized payments and charges, maintain accurate records, and address billing questions within established procedures.
• Coordinate residence readiness and requests with Housekeeping and Facilities; communicate updates and expected completion times to Owners and Guests.
• Respond promptly to service concerns, document actions taken, and escalate unresolved matters to the appropriate leader.

Bell Valet and Transportation

• Assist with luggage, deliveries, luggage storage, vehicle retrieval, and residence orientations, handling belongings and keys with care.

Night Audit and Overnight Service

• Complete assigned nightly audit procedures, reconcile daily transactions and payment activity, identify discrepancies, and prepare accurate reports for management and Finance.
• Complete system closeout and rollover procedures after required training; document unresolved discrepancies for follow-up.
• Assist with late arrivals, early departures, overnight calls, requests, and authorized transactions.
• Follow emergency procedures; contact Loss Prevention, the manager on duty, emergency services, or other designated support as appropriate.
• Provide a complete morning handover, including incidents, outstanding requests, billing concerns, and anticipated arrivals or departures.

Coverage and Team Coordination

• Work assigned shifts in Concierge, Bell/Valet, or Night Audit based on operational needs and the schedule established by the Guest Services Manager.
• Complete role-specific training and demonstrate proficiency before working independently in each assignment.
• Attend shift briefings, review operational updates, and communicate clearly when responsibility transfers between employees or departments.
• Record time accurately using the assigned department or job code for work performed; report schedule changes and coverage needs promptly.
• Follow service standards, cash and key controls, confidentiality requirements, and safety procedures; perform other related duties as assigned.

QUALIFICATIONS:

High school diploma or equivalent preferred; prior hospitality, concierge, bell/valet, or night audit experience preferred. Luxury resort experience is an advantage.

Strong communication, organization, attention to detail, and service recovery skills; ability to remain calm and exercise sound judgment.

Comfort using reservation systems, payment systems, email, and basic office applications; ability to learn resort systems and accurately reconcile transactions.

Valid driver’s license and ability to meet company driving and insurance requirements for assignments involving vehicle operation.

Ability to work mornings, evenings, overnight shifts, weekends, and holidays as scheduled.

PHYSICAL AND WORKING REQUIREMENTS:

Work includes standing and walking for extended periods, using computers, assisting with luggage, bending, reaching, and working outdoors in varying weather.

Use safe lifting practices and assistance or equipment for heavy or bulky items. Essential duties may be performed with reasonable accommodation.

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.