Royal Service Agent (Pre-Arrival) (Full Time)

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 ($7,500) + 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 11 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately* 
• 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.
• We are globetrotters taking advantage of our Travel Program with employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
• Complimentary meals in our employee dining facility

What you will be doing:

• 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

Your experience and skills include:

• 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 Property Management System (Opera) and Microsoft Office (Word, Excel, PowerPoint)
• Degree or Diploma in Hospitality Management is an asset

Hourly Rate: $29.52 USD

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.

Your team and working environment: Join a collaborative team dedicated to delivering exceptional luxury experiences. You will work alongside passionate Heartists who support one another, anticipate guest needs, and bring our commitment to Make Special Happen to life every day.

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