Luxury Guest Experience Concierge

Fairmont Hotels & Resorts; Hawaii; On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Premium preferred provider medical/dr

Job summary

Fairmont Orchid Hawaii is seeking a guest relations professional to act as the primary pre-arrival contact for guests, building personalized connections and delivering luxury experiences on Hawai‘i Island.

You will coordinate dining, activities, transportation, and special requests, while coordinating with all hotel departments to ensure personalized service that exceeds guest expectations and aligns with the Accor Live Limitless program.

Qualifications

• A minimum of two year’s experience in luxury hotel.
• Fluency in English (verbal & written); second language an asset
• Recognized commitment to Guest Service and exceeding guest expectations
• Written/verbal communication skills
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Opera PMS and Microsoft Office
• Degree or Diploma in Hospitality Management is an asset

Responsibilities

• Engage as the primary pre-arrival point of contact for guests, building genuine connections through personalized communication to anticipate needs, exceed expectations, and deliver exceptional luxury experiences
• Proactively communicate with guests prior to arrival to understand their preferences, confirm special requests, and ensure all relevant information is accurately documented in their guest profile.
• Assist with coordinating dining reservations, resort activities, transportation, and other arrangements to provide a seamless experience.
• Prepare and coordinate special billing arrangements, floral orders, amenities, and personalized guest requests.
• Personally connect with VIP guests and Accor Live Limitless (ALL) members through email and telephone to anticipate needs and enhance their stay.
• Promote enrollment in the Accor Live Limitless (ALL) program by identifying opportunities to engage prospective members and deliver personalized loyalty experiences.
• Ensure compliance with all Accor Live Limitless (ALL) brand standards and loyalty program operating procedures.
• Monitor loyalty point redemptions and verify reservation and rate accuracy.
• Ensure ALL members receive exceptional recognition, personalized communication, and elevated service throughout the pre-arrival process.
• Prepare and distribute daily and weekly reports highlighting upcoming VIP and ALL member arrivals.
• Create personalized "Show Me You Know Me" communications that celebrate guest preferences and special occasions.
• Create and distribute weekly pre-arrival communication to operational departments, ensuring guest preferences and requests are clearly communicated.
• Participate in weekly VIP review meetings to communicate guest expectations and operational priorities.
• Collaborate with all hotel departments to ensure personalized service standards are consistently delivered and guest expectations are exceeded.
• Anticipate guest needs and creatively personalize experiences that reflect our commitment to making special happen.
• Other duties as assigned by hotel management

Skills

English fluency

Guest service mindset

Communication skills

Ability to work under pressure

Education

Degree or Diploma in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

Fairmont Orchid Hawaii is seeking a guest relations professional to act as the primary pre-arrival contact for guests, building personalized connections and delivering luxury experiences on Hawai‘i Island.

You will coordinate dining, activities, transportation, and special requests, while coordinating with all hotel departments to ensure personalized service that exceeds guest expectations and aligns with the Accor Live Limitless program.