Guest Experience Leader - Front Desk & VIP Concierge

Accor; Wailea (HI); On-site; USD 76,000 - 84,000; Full time

Benefits offered by this job

Medical, Vision & Dental

FSA

401(k) with match

Paid time off

Discounts on property & Accor network

Wellness programs

Accor employee rate

Academies/learning programs

Career growth opportunities

Employee activities

Job summary

Fairmont Kea Lani in Wailea, Maui, seeks a Guest Relations Manager to uphold the highest guest service standards and support Front Office operations. You will supervise the Front Desk, coordinate overnight duties, and ensure VIP requirements are met for an exceptional arrival experience.

The role emphasizes guest satisfaction, team leadership, and cross-department collaboration to deliver memorable experiences in a luxury oceanfront setting.

Qualifications

• Two years supervisory/management experience in Front Office operations.
• Cash/float handling experience.
• Service focused personality is essential and previous leadership experience required.
• Prior experience working with Opera or a related system.
• Proven ability to build and maintain good relationships with all stakeholders.
• Communicate thoughts, actions and opportunities clearly with strong networking skills.

Responsibilities

• Manage Front Desk while on duty to ensure a smooth operation and the highest level of guest satisfaction
• Coverage of overnight shifts and duties as assigned
• Review arrival and VIPs to ensure all special requirements are met or exceeded
• Proactively seeks feedback on guest satisfaction and resolves problems in accordance with our company mission and philosophy of colleague empowerment
• Development, implement and maintain Guest Service standards
• Supports the Royal Service, Concierge, and Guest Services departments in the absence of department head
• Liaise with other departments to ensure the smooth management of operations, maintaining a close relationship with Housekeeping, Guest Services, and Villa Manager to facilitate an exceptional arrival and departure experience

Skills

Supervisory/Management experience

Cash handling

Guest service orientation

Opera system experience

Relationship building

Communication skills

Tools

Opera PMS

Job description

Fairmont Kea Lani in Wailea, Maui, seeks a Guest Relations Manager to uphold the highest guest service standards and support Front Office operations. You will supervise the Front Desk, coordinate overnight duties, and ensure VIP requirements are met for an exceptional arrival experience.

The role emphasizes guest satisfaction, team leadership, and cross-department collaboration to deliver memorable experiences in a luxury oceanfront setting.