Guest Services Representative | Full-Time

Fairmont; Wailea-Makena (HI); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Medical, Vision & Dental

401(k)

Duty meal

F&B discount

Wellness offerings

Accor benefit card

Academies

Career growth

Job summary

Fairmont Kea Lani on Maui seeks a Guest Services Representative to greet guests, check in and settle accounts while upholding service standards. You will assist with resort facilities information, island activities, and booking inquiries, acting as a trusted guide for guests.

The role involves upselling accommodations and resort services, handling guest requests via resort software, balancing daily transactions, and ensuring lobby cleanliness.

Qualifications

• High school diploma required; hospitality degree is a plus.
• Minimum of one year experience in a fast-paced hotel environment.
• Experience in luxury hotel environments is desirable.

Responsibilities

• Greet, check in and settle guest accounts while adhering to service standards.
• Assist guests regarding resort facilities with informative, helpful responses.
• Share information about the resort, island activities, and local dining.
• Serve as a sales agent promoting and upselling accommodations and resort services.
• Communicate guest requests via resort software and maintain accurate records of transactions.
• Ensure lobby cleanliness and maintain guest satisfaction at all times.
• Handle overnight shifts and participate in monthly departmental promotions.

Skills

Customer service

Attention to detail

Multitasking

Education

High School diploma

Hospitality degree (asset)

Tools

Resort software

Job description

Guest Services Representative | Full-Time

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Located on the coveted south shore of Maui in Wailea, Fairmont Kea Lani is Hawai'i’s only all-suite and villa luxury oceanfront resort. This newly transformed, distinctive property is located on the sunny shores of Polo Beach amongst 22 acres of tropical landscape, offering authentic Hawaiian cultural experiences and genuine personal service that embody the spirit of Aloha.

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 insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• 401(k)
• One complimentary duty meal for all employees that work more than 6 hours per shift
• Food & Beverage discount at Fairmont Kea Lani (venue specific and discount 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!
• Ability to make a difference through our Corporate Social Responsibility activities

Hourly Rate: $31.78

Shift: include PM / Overnight shifts

Responsible for providing service within Fairmont & Leading Quality Assurance (LQA) standards. Areas of responsibility will include, but are not limited to the Front Desk and the following:

• Greet, check in and settle guest accounts while adhering to all service standards
• Assist guest regarding resort facilities in an informative and helpful way.
• Able to share information about the resort and activities, island activities, restaurants, and other information as it pertains to guests.
• Serve as a sales agent promoting and up-selling accommodations and resort services.
• Communicate internal and external guest requests via applicable resort software
• Maintain accurate records of daily transactions, including cash handling - currency exchange and balancing a bank
• Ensure that overall cleanliness and maintenance of our lobby exceeds expectations.
• Familiarize yourself with group resumes ensuring all details of incoming and outgoing groups are executed.
• Coverage of overnight shifts and duties as assigned.
• Actively participate in monthly departmental sales promotions.
• Organize time so all work is completed according to shift demand
• Maintain atmosphere of aloha spirit by providing engaging, personalized, timely, and efficient service to our discerning guests
• Focus attention on guest needs, remaining calm and courteous at all times
• Be knowledgeable of the island, our resort and resort offerings in order to be our guests’ trusted guide

Schedule

Due to the nature of the hospitality industry, employees are required to work varying schedules, including weekends and holidays, to accommodate the business and demands of the hotel.

Education

• High School diploma and/or vocational training
• A Degree in Hotel/Hospitality or Tourism is an asset.

Experience

• Minimum of one year experience in a fast paced Hotel environment involving multi-tasking, attention to detail, administrative duties and customer service.
• Previous experience in luxury hotel environment desirable.

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.

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?

You can discover a world where life pulses with passion!

Join the Accor Group, an ecosystem of over 45 brands, 5,600 hotels, 10,000 restaurants and lifestyle places, that welcome you.With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take has a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

Hospitality is a work of heart! #fairmontcareers #alwayskealani