Guest Communications Lead – Luxury Resort

Four Seasons; Lanai City (HI); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Hourly rate: $32

Medical, Dental, Vision benefits

Retirement plan

Paid Time Off & Holiday Pay

Complimentary stays & discounts

On-island housing

Inter-island airfare

Learning & development programs

Vibrant employee culture

And so much more!

Job summary

Four Seasons Resort Lanai seeks a Communications Ambassador who serves as the central contact for guest communications, coordinating requests with resort departments and delivering exceptional hospitality. The role requires legal US work authorization and experience in guest services or related hospitality disciplines.

On-island housing and comprehensive benefits are provided. The Communications Ambassador will manage multiple channels, ensure accurate records, and uphold service standards

Qualifications

• Experience in Guest Services or related hospitality discipline required.
• Luxury hotel or resort experience 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 resort, 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!

Skills

Guest services

Front Office

Concierge

Rooms Division

Hospitality

Job description

Four Seasons Resort Lanai seeks a Communications Ambassador who serves as the central contact for guest communications, coordinating requests with resort departments and delivering exceptional hospitality. The role requires legal US work authorization and experience in guest services or related hospitality disciplines.

On-island housing and comprehensive benefits are provided. The Communications Ambassador will manage multiple channels, ensure accurate records, and uphold service standards