Guest Relations Manager

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

Company Description

Discover the essence of Maui at Fairmont Kea Lani, Hawai‘i’s only all-suite and villa luxury resort. Nestled on the pristine white sands of Wailea’s Polo Beach, this award-winning oceanfront paradise defines quintessential Hawaiian luxury with a state-of-the-art spa, island inspired cuisine and authentic cultural experiences.

From full-moon staff hikes and beach clean-ups to appreciation luncheons and birthday holidays, our team provides endless opportunities to learn and grow in both your personal and professional development. Live and work in a place you love!

What is in it for you:

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Basic life insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• Flexible spending account (FSA)
• 401(k) retirement savings plan and matching program
• Paid Vacation, holidays, personal and sick days
• Food & Beverage, Spa and on property specific discounts (venue and property specific discounts may vary)
• Wellness Offerings
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Employee Activities

Job Description

Taking care of the little things and the big things is what we do to engage the heart and create lifelong memories for our guests and colleagues. As a Guest Relations Manager, you will be responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office. This position also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Salary Range: $76,000 - $84,000

What you will be doing:

• 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

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
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Valid Driver's License required*
• Clean Driver's Abstract required*
• Maui County Liquor Card required*

Additional Information

All Candidates must be in possession of identification proving authorization to work in the United States as defined in the Immigration Reform and Control Act of 1986 (IRCA). This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

Visa Requirements:

Applicants must be legally eligible to work the United States

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS