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Helumoa Hale | Guest Services & Heritage Room

Helumoa Hale Guest Services Specialist

Helumoa Hale | Guest Services & Heritage Room

No. of Positions: 3

Full Job Description

Royal Hawaiian Center, located in the heart of Waikīkī on the island of Oʽahu, is seeking individuals who are highly self-motivated, self-directing, possess a proven track record of quality performance, customer service, leadership, critical thinking, and problem solving skills.


Where the synergy of place, guest, and host create a home away from home.


The mission of Helumoa Hale Guest Services is to significantly enhance the experience of our guests through service that is error free and timely; providing the highest level of customer service at every contact point.

Application Period:     Open

Position Available:      Immediate

Position Title: 

Helumoa Hale Guest Services Specialist

Position Type: 

Part-time (up to 19 hours per week), Full-time (up to 40 hours per week 


with medical benefits)

Position Description: Royal Hawaiian Center’s Helumoa Hale Guest Services Team is the 


frontline and first-touch to our guests, as well as to many of the 


center’s merchants.  Guest Services welcomes and assists visitors with 


wayfinding in the center, attending cultural programs, and addressing any 


need that arises.  Guest Services also maintains a constant presence 


throughout the center monitoring daily functions, trouble-shooting, 


and ensuring that the center is healthy and vibrant.


Royal Hawaiian Center, Helumoa Hale Guest Services


2201 Kalākaua Avenue, Honolulu, Hawaiʽi 96815


Cultural Affairs


Reports directly to the Cultural Director.


Varying; may include evenings, weekends, holidays, and/or a split 


schedule.  Must have availability Sunday through Saturday, 10:00 AM to 


10:00 PM.  On-call hours included.  Must be able to maintain a set 


monthly schedule.

Compensation:            Based on experience and level of expertise.

Minimum Qualifications

  • High school diploma or equivalent
  • Knowledge of customer service
  • Proficiency in Word, Excel, Outlook, and Google Docs Able to lift and carry 30 lbs.
  • Able to work outdoors

Preferred Qualifications

  • Bachelor of Arts Degree
  • Knowledge of Hawaiian language and culture
  • 3 or more years customer service experience and/or supervisory experience
  • Fluent in multiple languages

General Duties and Responsibilities:

  • Customer service: welcome/greet guests and provide current information about Royal Hawaiian Center merchants and programming.
  • Keep up-to-date pertinent information on hand (i.e. weather and surf forecast, events, transportation, etc.)
  • Monitor guests’ comments, suggestions, complaints and compliments. Contribute to reports, as needed/as assigned.
  • Access internet information and update Guest Services’ database.
  • Assist with special needs including transportation information, services for physically challenged, restaurant reservations, etc.
  • Maintain contact with the management team, security, and maintenance, as appropriate.
  • Conducts daily inspections of property, reports all findings/discrepancies to proper departments for immediate attention and/or repair: Landscaping, lighting & fixture, digital & audio media, escalators, elevators, decorations, center publications (R Magazine, etc.), web information, plant signs, etc.
  • Assist with events and classes: Set up & break down of events, sound systems, cultural classes & events, merchant deliveries, center publications, other duties, as assigned.
  • Complete other duties assigned by the Cultural Director.

Special Duties and Responsibilities:

  • Maintain contact with other Concierge/Guest Services, and inform them promptly of center promotions and special events.
  • Conduct monthly inventory of Helumoa Hale Guest Services’ promotional supplies and materials.Report inventory to Cultural Director.
  • Manage Lost and Found items, database, conducts monthly inventory of recovered property, use all resources available at Guest Services to ensure that property is returned to guests, and properly dispose of non-recovered property.
  • Maintain “dressing area” for guest performers and assist with special needs: parking, loading & unloading, refreshments and supplies, sound and lighting requirements, scheduling of walk-thru inspections.
  • Manage and operate center-wide background music system (BGM): Troubleshoot, problem solve, report to proper contractor, ensure proper seasonal BGM.
  • Maintain contact with center merchants and assist in promoting and informing guests of special events and promotions.
  • Make public announcements (PA) for cultural classes, performances and other activities.
  • Conduct group tours of The Royal Grove and other points of interest around RHC.
  • Provide additional support to center staff, as needed.
  • Complete other duties assigned by the Cultural Director.

How to Apply:

Submit the documents listed below by fax to 922-0961, or e-mail to

  • 1- to 2-page cover letter expressing why you want this position, how you meet the minimum and/or preferred qualifications, share any special qualities, abilities, talents, and/or awards relevant to the position, availability to attend an interview (days and times), and your work availability, 10:00 AM to 10:00 PM, Sunday through Saturday.
  • Current resume with 5 references (include current phone numbers ande-mail addresses, indicate which references speak Japanese).
  • Inquiries may be directed to Monte McComber, Cultural Director,931-3240,