Royal Service Supervisor

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

What you will be doing: 

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Supervise and support the day to day functions of the Royal Service department including guidance of team members, management of daily checklists, report generation and flow of workload. Ensure all service standards are followed
• Handle guest compliments and complaints to ensure exceeding guest expectations, reacting quickly, tracking, recovering guest and notifying proper areas to guarantee memorable moments for our guests
• Responsible for all PBX functions in the hotel, inbound, internal calls, voicemail, etc, coordinating repairs with local providers and engineering
• Flexible work hours as dictated by business levels.
• Special attention to VIP guests, amenities coordination and PreArrival team.
• Maintain close liaison with operational departments in particular Housekeeping, laundry, Front Desk, Concierge, Engineering and Reservations
• Develop, plan and implement training programs, coaching sessions and LQA audits
• Assist in the selection process of new colleagues and identify areas to develop and promote high potential colleagues
• Have an understanding of group telecommunication requests and concerns, and the ability to prioritize these requests and ensure they get resolved
• Propose and facilitate innovative, cost-effective guest experience enhancements
• Generate monthly telephone reports
• Handles Group telephone requirements and billing
• Check in phone lines for groups, labeling phones and direct bill for groups
• Oversee purchasing of office supplies in Birchstreet
• Conduct Performance evaluations
• Spearhead, participate and share results of SCORE/Kipsu action plans for problem resolution
• Support implementation of monthly department meetings to keep colleagues informed of standards and changes throughout the property
• Mentor and coach team members; assist with training and team growth
• Ensure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelines
• Manage the team's schedule, Timesaver and coast the team as needed
• Cross train with Reservation Supervisor to assist with some duties/reports eg. TA commissions

Your experience and skills include:

• Excellent troubleshooting skill sin telecommunication and hotel situations
• Possess outstanding relationships with all departments in the hotel, and understand the adequate flow of requests
• Must possess outstanding guest service skills, professional presentation, superior organizational skills and excellent communication skills
• Must be able to handle a multitude of tasks in an intense, ever-changing environment and prioritize calls
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all time
• Minimum of 2 years supervisory experience
• Minimum of 2 years experience in customer service practices and relationship marketing
• Computer literacy a must including applications such as Word and Excel, & data base software
• Professional manners, outgoing personality and ability to work on own initiative
• Ability to complete assigned projects in a timely manner
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests
• Excellent written and verbal communication, interpersonal and leadership skills
• Self-motivation and organizational skills with initiative and the proven ability to work well under pressure
• Ability to maintain confidentiality of all guest information and pertinent hotel data
• Previously demonstrated the commitment to exceeding guests' expectations at all times
• A Post-Secondary degree or Diploma in Hospitality from a recognized institute is preferred

Hourly Rate: $29.96

Visa Requirements: 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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