Guest Services Manager

3 weeks ago


Hilo, Hawaii, United States AccorHotel Full time
Job Title: Guest Services Manager

Join our team as a Guest Services Manager at Fairmont Orchid, a luxury resort located on the majestic Kohala Coast of Hawai'i Island. As a key member of our Front Office team, you will be responsible for ensuring the smooth and efficient operation of Bell, Door, Valet, Shuttle Services and Business Center.

Key Responsibilities:
  • Supervise and lead the Guest Services team to achieve exceptional guest service results and employee engagement.
  • Ensure Fairmont standards, procedures, and practices are followed by providing high-quality colleague training, monitoring performance, and providing coaching on an ongoing basis.
  • Develop and implement strategies to promote positive colleague relations, open communication, trust, and mutual respect.
  • Collaborate with other departments to ensure the highest level of guest service is maintained.
  • Provide leadership support to the extended Front Office Team, including Front Desk, Royal Service, and Fairmont Gold.
Requirements:
  • Minimum 2 years' previous management experience in Front Office operations.
  • Knowledge of computerized Front Office systems, with emphasis on Property Manager.
  • Proficiency in Word and Excel, with excellent written and verbal communication skills.
  • University degree or College diploma in Hotel Management preferred.
  • Strong interpersonal and problem-solving abilities.
  • Ability to work independently, prioritize responsibilities, and handle multiple tasks, colleagues, and guest requests.
  • Highly organized, results-oriented, with the ability to be flexible and work well under pressure.
What We Offer:
  • Competitive extended benefits package, including medical, vision, and dental for full-time permanent status.
  • 401(k)/retirement savings plan and matching program.
  • Life insurance.
  • Opportunities for professional development through Accor's exclusive online learning platform.
  • Duty meal in our staff cafeteria.
  • Employee Travel Program.
  • Discounts on food and beverage and spa services.


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