Guest Services Manager

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What is in it for you:

*benefit available for fulltime or part time employees while being a part of the Fairmont Orchid ‘ohana

• Premium preferred provider medical/drug/vision benefits at competitive prices*
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage ($25,000) + Coverage is available for your ‘ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program
• Don’t just live in the moment – own your moment with 15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
• We are globetrotters taking advantage of our Travel Program with employee discounts at Accor properties + Friends & Family rates*
• We go the extra mile by offering 50% discounts at hotel restaurants, 30% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls
• Complimentary meals in our employee dining facility

Guest Services Manager 

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues and Leaders are turning moments into memories for our guests at Fairmont Hotels & Resorts. Highlight your leadership and interpersonal strengths as Guest Services Manager, where you will foster an engaged team, maximize operations and ensure exceptional guest service. Reporting to the Director of Rooms, the Guest Services Manager is responsible for ensuring the smooth and efficient operation of Bell Services, Door, Valet Services and Shuttle Services. The Guest Service Manager will ensure that all standards, procedures and guest satisfaction objectives are met and exceeded on a consistent basis. 

​​​​​What you will be doing: 

Must Responsibilities and essential job functions include but are not limited to the following:  

• Maintains a high level of professionalism in all aspects of job performance. 

• Ensures our Accor Live Limitless members and VIP’s guests are recognized upon arrival, receiving a warm greeting and appropriate assistance 

• Ensures Fairmont standards, procedures, and practices are followed by providing the highest quality of colleague training, monitoring performance and providing coaching on an on-going basis 

• Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property.  Responsible for regular maintenance of equipment including bikes, golf clubs and bell carts 

• Policies are in place and maintained to prevent damage to Guest vehicles 

• Ensures the achievement of financial objectives through accurate staffing and scheduling, consistently monitoring productivity and ensuring the accurate administration of payroll. 

• Develops an engaged, enthusiastic and guest driven team through recruitment, personal and professional development and reward. 

• Promotes positive colleague relations through an environment that encourages open communication trust and mutual respect 

• Accurate administration of the Collective Agreement 

• Plans regular and effective communication with all Guest Services colleagues through individual and departmental communication meetings and Pre-Shift briefings 

• Cooperates, coordinates and communicates with other departments of The Fairmont Orchid to ensure the highest level of Guest Service is maintained 

• Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely.  

• Provide leadership support to the extended Front Office Team including Front Desk, Royal Service, Concierge.  

• Provide leadership support and mentorship to the Front Office Manager and Resort Assistant Managers  including Guest escalations in the absence of the Director of Rooms 

• Create, update and follow Local Standard Operating Procedures for a smooth operation and great arrival/departure experience.  

Your experience and skills include: 

• Minimum 2 years' previous management experience in Front Office operations. 

• Knowledge of computerized Front Office systems required with emphasis in Property Manager 

• Proficiency in Word and Excel. Excellent written and verbal communication skills required 

• University degree or College diploma in Hotel Management preferred 

• Strong interpersonal and problem solving abilities 

• Ability to work independently and prioritize responsibilities and handle a multitude of tasks, colleagues and guest requests 

• Highly organized, results-oriented with the ability to be flexible and work well under pressure 

• Ability to work cohesively as part of a team 

• Must be physically able to lift luggage and possess a valid class 5 driver’s license with clear abstract. 

Visa Requirements: Applicants must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

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.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!

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

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#AlohaOrchid