Guest Experience Liaison

Maui Resort Rentals; Lahaina (HI); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental & Vision coverage (100

Life Insurance (employer paid)

401(k) with up to 5% match

Paid lunch breaks

PTO and Sick time

Job summary

Maui Resort Rentals in Hawaii seeks a Guest Experience Liaison to be the primary contact for guests and owners, managing the full guest life cycle and proactive issue resolution.

You will collaborate with Housekeeping and Maintenance, support leadership, and act as a local ambassador with tailored recommendations to guests visiting Maui.

Qualifications

• 1-2 years in guest relations, hospitality, or similar role.
• Strong customer service principles and guest experience knowledge.
• Excellent written and verbal communication; professional tone across channels.
• Proficiency in Salesforce CRM and Google Workspace.

Responsibilities

• Oversee guest self-service check-in communications and readiness.
• Coordinate arrival/departure follow-ups to ensure a smooth journey.
• Monitor daily check-ins to ensure rentals are guest-ready for self-service.
• Serve as primary contact for guest inquiries via phone, email, text; resolve issues.
• Triage on-site issues or emergencies and delegate appropriately.
• Facilitate timely communication between guests and Operations until issues are resolved.
• Collaborate with Housekeeping and Engineering to meet guest needs.
• Provide personalized island activity and dining recommendations.
• Support Operations managers and team members as needed.
• Procure office, guest, and owner supplies and maintain receipts.
• Other duties as assigned.

Skills

Guest relations

Customer service

Written communication

Salesforce CRM

Google Workspace

Interpersonal skills

Organization

Problem solving

Product knowledge

Weekend availability

Tools

Salesforce CRM

Google Workspace

Job description

Description

At Maui Resort Rentals, we take hospitality seriously. We are seeking a service-minded and detail-orientated Guest Experience Liaison to serve as the primary point of contact for guests and owners throughout every stage of the guest journey. In this fast-paced position, you will oversee the full guest life cycle process, manage guest communications and proactively resolve concerns with professionalism and care. You will collaborate closely with Housekeeping and Maintenance departments, support company leadership, and serve as a knowledgeable local ambassador - helping guests make the most of their time in Maui through tailored recommendations and attentive service. This is an ideal opportunity for someone who operates with a spirit to serve and takes pride in delivering exceptional, memorable experiences through every interaction.

Dream Resorts is a hospitality brand dedicated to delivering exceptional vacation rental and property management experiences for guests and homeowners alike. Through its premier brands, Maui Resort Rentals in Hawaii'i and Beachview Rentals in Newport Beach, California, we manage a high quality portfolio of vacation homes in some of the world’s most sought after destinations, offering something for every type of traveler. Our culture is rooted in teamwork, respect, and a shared passion for hospitality, supported by competitive benefits and a workplace that empowers growth.

This commitment to our people has earned recognition across the Dream Resorts family of brands. Subsidiaries of Dream Resorts have been recognized across multiple prestigious workplace awards, including Hawaii Business Magazine's 2026 Best Places to Work, where Dream Resorts was also honored for fostering a family friendly workplace, Outside Magazine's Best Places to Work, the Inc. 5000 Best Places to Work, and Hawaii Pacific Business News'.

Requirements

Key Responsibilities

• Oversee the guest self-service check-in experience, including pre-arrival correspondence, rental readiness verification, and delivering a warm, professional welcome in support of a seamless self-service process
• Coordinate arrival and departure follow-up communications to ensure a smooth guest journey from start to finish
• Monitor daily check-ins to confirm all rentals are prepared and guest-ready prior to self-service check-in
• Serve as the primary point of contact for guest inquiries, complaints, and requests via phone, email, and text - responding promptly and resolving issues with professionalism and care
• Triage and troubleshoot on-site issues or emergencies remotely, delegating effectively to the appropriate teams
• Facilitate clear, timely communication between guests and the Operations team, following through until all concerns are fully resolved
• Collaborate with Housekeeping and Engineering to ensure guest needs are addressed efficiently and to a high standard
• Serve as a local ambassador, offering personalized recommendations for island activities, dining, and attractions
• Provide flexible support to Operations managers and team members as needed
• Procure office, guest, and owner supplies as needed, maintaining accurate records and receipts of all Guest Experience expenses
• Other duties as assigned

Skills & Competencies

The following qualifications and competencies are required for the Guest Experience Liaison role:

• 1-2 years of experience in guest relations, hospitality, or a comparable customer-facing role
• Demonstrated knowledge of customer service principles and guest experience best practices
• Exceptional written and verbal communication skills, with the ability to correspond professionally via phone, email, and text
• Proficiency in Salesforce CRM, including managing customer records and communications
• Proficiency in Google Workspace, including Docs, Sheets, Gmail, and Drive
• Strong interpersonal skills with the ability to build rapport and deliver a personalized guest experience through digital channels
• Strong organizational skills with the ability to manage multiple priorities and high communication volumes in a fast-paced environment
• Proven problem-solving ability, with a proactive and solution-oriented mindset when resolving issues
• Ability to develop and maintain comprehensive knowledge of all property features, amenities, and offerings
• Familiarity with standard inventory management practices and related systems
• Broad understanding of departmental operations and how the Guest Experience Liaison role supports the wider organization
• Available to work weekends, holidays and evening shifts as required

Compensation and Benefits:

• $29 per hour
• 100% employer paid premium option for Medical, Dental and Vision Insurance - including your dependents
• Employer paid Life Insurance
• 401(k) with up to a 5% Match
• Paid lunch breaks (30 min)
• PTO and Sick time