Concierge Manager

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

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 our Concierge Manager, you will be responsible for ensuring the highest level of guest service and ensuring that standards are maintained for the Guest Experience (pre-arrival concierge) and Concierge department. 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 - $82,000

What you will be doing:

• Establish and oversee the daily operations of the Guest Experience and Concierge department
• Align departments effectively to achieve and deliver on strategic goals
• Lead the management of all text message communication through our guest engagement and messaging platform, KIPSU
• Coach and mentor colleagues. Create an environment that allows employees to achieve job fulfillment and provide a path for career development with Fairmont Hotels and Resorts
• Determine hiring and training plans to position the department to handle general resort inquiries that speak to and confirm guest activities, dining, spa, billing inquiries and more as required
• Ensure effective utilization and productivity of all staff through staff planning, hiring, scheduling and adhering to budget parameters
• Act as a member of the primary Emergency Response Team and lead emergency procedures when required
• Be an active contributor to the Guest Experience committees that speak to guest problems and service excellence
• Liaise with other departments to ensure the smooth management of operations, maintaining a close relationship with Maintenance, Housekeeping, Sales & Conference Services, Guest Services, Front Office, Concierge, and Food & Beverage
• Actively support and engage with the local and/or Hawaii chapter of Les Clefs d’Or
• Align with the Concierge team to drive a annual calendar of events that is updated as required with special events
• Be a strong communicator within the Resort for events, activated space and supports the Resort in these efforts
• Support Director of Front Office in budgeting process, strategic planning and identification of trends in data
• Proactively seek feedback on guest satisfaction and resolves problems in accordance with our company mission and philosophy of colleague empowerment.

Your experience and skills include:

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions.
• Knowledge of computerized Front Office systems required, with emphasis in Property Manager  (Opera) & Royal Service Manager
• Must possess an excellent working knowledge of the following departments: Housekeeping, Guest Services, Concierge, Front Desk, Reservations, Maintenance and In Suite Dining
• Must be able to multi-task and be results-oriented in a fast paced, high volume environment.
• Must have ability to work independently and to prioritize or seek clarification in prioritizing work assignments
• Two years supervisory/management experience in Front Office operations
• Strong guest service orientation skills required
• Training skills background preferred.

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.

Join our ‘ohana today:  Visit our website to learn more about living and working for Fairmont Hawai’i.  www.fairmonthawaiijobs.com

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