Communications Ambassador

fourseasons; Lanai City (HI); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Hourly rate: $32

Employer-contributed Medical, Dental,

Vision benefits

Paid Time Off & Holiday Pay

Exclusive discounts at Four Seasons

Complimentary stays and discounts

Employee meals & dry cleaning

On-island housing support

Learning & development programs

Vibrant employee culture

Job summary

Four Seasons Resort Lana’i is seeking a Communications Ambassador to manage guest communications across telephone, email, chat, and messaging platforms, delivering accurate information and exceptional service.

You will serve as the central hub, coordinating with Front Office, Housekeeping, Engineering, Security, Food & Beverage, Spa, Golf, Transportation, and other departments to ensure timely follow-through.

Qualifications

• Prior experience in Guest Services, Front Office, Concierge, Rooms Division, or a related hospitality discipline is required.
• Luxury hotel or resort experience is preferred.

Responsibilities

• Manage guest communications across telephone, email, chat, and messaging platforms, providing accurate information about resort services, accommodations, dining, activities, transportation, and island experiences while delivering exceptional service.
• Serve as the central communication hub for the Four Seasons Resort Lana’i, Sensei Lana’i, and all other Four Seasons Lana’i entities, coordinating guest requests and operational information between Front Office, Housekeeping, Engineering, Security, Food & Beverage, Spa, Golf, Transportation, and other departments to ensure timely follow-through and service delivery.
• Support pre-arrival, in-house, and post-departure guest communications by assisting with inquiries, arrangements, special requests, preferences, and guest recognition initiatives while ensuring all information is accurately documented and communicated.
• Monitor and respond to guest communications through approved platforms, providing personalized interactions and maintaining service standards and response time expectations.
• Maintain accurate guest profiles, reservations, requests, preferences, and operational notes within resort systems to support seamless coordination and personalized service.
• Support service recovery efforts by addressing guest concerns, coordinating resolutions with operational teams, escalating issues when appropriate, and ensuring guests remain informed throughout the process.
• Prepare and maintain communication logs, operational reports, departmental updates, and internal correspondence to support effective resort operations and cross-department coordination.
• Maintain proficiency in resort communication and property management systems while assisting guests with basic technology and in-room service support as needed.

Skills

Guest communications

Customer service

Interdepartmental coordination

Multitasking

Tools

Resort PMS systems

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Located on the southeastern coast of the pristine island of Lana’i, lies the secluded retreat of Four Seasons Resort Lana’i, an oceanfront destination offering travelers a curated, personalized island escape. The five-star, five-diamond Resort offers outdoor restaurants, including Nobu Lana’i, a kid’s club, Tennis Garden, cultural programming, beach and pool with spacious seating areas nestled among tropical gardens, Hawanawana spa and luxury retail boutiques. Built on lava outcroppings, the award-winning Jack Nicklaus-signature golf course features ocean views on every hole. Island activities, many managed by Four Seasons include sunset sails and whale watch tours, horseback riding, sporting clays and archery, biking, hiking, and aerial adventures at Lanai Adventure Park or learn about Hawaiian wayfinding at the on-site observatory.

Communications Ambassador

The Four Seasons Resort Lana’i is looking for a Communications Ambassador who share a passion for excellence and who infuses enthusiasm into everything they do. Our teams have the opportunity to shape our guest experience by providing exceptional knowledge of the Resort and exemplifying the Golden Rule in each interaction. Work authorization required.

What you’ll do

• Manage guest communications across telephone, email, chat, and messaging platforms, providing accurate information about resort services, accommodations, dining, activities, transportation, and island experiences while delivering exceptional service.
• Serve as the central communication hub for the Four Seasons Resort Lana’i, Sensei Lana’i, and all other Four Seasons Lana’i entities, coordinating guest requests and operational information between Front Office, Housekeeping, Engineering, Security, Food & Beverage, Spa, Golf, Transportation, and other departments to ensure timely follow-through and service delivery.
• Support pre-arrival, in-house, and post-departure guest communications by assisting with inquiries, arrangements, special requests, preferences, and guest recognition initiatives while ensuring all information is accurately documented and communicated.
• Monitor and respond to guest communications through approved platforms, providing personalized interactions and maintaining service standards and response time expectations.
• Maintain accurate guest profiles, reservations, requests, preferences, and operational notes within resort systems to support seamless coordination and personalized service.
• Support service recovery efforts by addressing guest concerns, coordinating resolutions with operational teams, escalating issues when appropriate, and ensuring guests remain informed throughout the process.
• Prepare and maintain communication logs, operational reports, departmental updates, and internal correspondence to support effective resort operations and cross-department coordination.
• Maintain proficiency in resort communication and property management systems while assisting guests with basic technology and in-room service support as needed.
• And more!

What to bring

• Successful candidate must possess legal work authorization in United States.
• The hospitality business functions seven (7) days a week, twenty-four (24) hours a day and scheduled days and times may vary based on need. Holidays and weekends availability is required.
• Ability to stand for extended periods, lift up to 50 lbs, and push/pull as needed during shifts.
• Prior experience and knowledge in Guest Services, Front Office, Concierge, Rooms Division, or a related hospitality discipline required; luxury hotel or resort experience preferred.

Join our 'Oha"na & enjoy our amazing benefits

• Hourly Rate: $32
• 100% Employer contributed Medical, Dental, and Vision benefits
• Competitive wages and other benefits (Retirement Plan, Wellness Credit, etc) as well as Paid Time Off & Holiday Pay
• Inclusive and diverse employee engagement & recognition events all year-round
• Complimentary stays and exclusive discounts at Four Seasons Worldwide
• Complimentary Employee Meals & Dry Cleaning for Employee Uniforms
• Owner subsidized on-island housing, inter-island airfare to Oahu and other resources
• Comprehensive learning and development programs to help you master your craft
• Energizing Employee Culture where you are encouraged to be your true self!
• And so much more!

Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

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