Guest Experience Manager – Luxury Maui Resort

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

Benefits offered by this job

Wellness benefits

Employee discount world-wide

Job summary

Fairmont Kea Lani in Maui seeks a Guest Relations Manager to lead Front Desk operations, ensuring the highest level of guest service and maintaining service standards across departments.

The role requires supervisory experience in Front Office, strong leadership, and the ability to collaborate with Housekeeping, Guest Services, and Villa management to create memorable arrivals and departures.

Qualifications

• Two years supervisory/management experience in Front Office operations.
• Cash/float handling experience.
• Service-focused personality and leadership experience.
• Prior experience working with Opera or a related system.
• Proven ability to build and maintain relationships with all stakeholders.
• Clear and effective communication of thoughts, actions and opportunities.
• Ability to lead by example and foster a high-performance team culture.
• Valid Driver's License required.
• Maui County Liquor Card required.

Responsibilities

• Manage Front Desk while on duty to ensure smooth operation and guest satisfaction.
• Cover overnight shifts and duties as assigned.
• Review arrivals and VIPs to meet or exceed special requirements.
• Proactively seek feedback on guest satisfaction and resolve issues.
• Develop, implement and maintain Guest Service standards.
• Support Royal Service, Concierge, and Guest Services in the absence of department head.
• Liaise with other departments to ensure smooth operations and exceptional arrivals/departures.

Skills

Front Office supervision

Cash handling

Leadership

Communication

Stakeholder relations

Driver's license

Maui County liquor card

Tools

Opera PMS

Job description

Fairmont Kea Lani in Maui seeks a Guest Relations Manager to lead Front Desk operations, ensuring the highest level of guest service and maintaining service standards across departments.

The role requires supervisory experience in Front Office, strong leadership, and the ability to collaborate with Housekeeping, Guest Services, and Villa management to create memorable arrivals and departures.