Communications Ambassador

About the location

Located on the southeastern coast of the pristine island of Lāna’i, Four Seasons Resort Lāna’i is an oceanfront destination offering travelers a curated, personalized island escape. The five-star, five-diamond Resort features outdoor restaurants, including Nobu Lāna’i, a kids’ club, Tennis Garden, cultural programming, beach and pool with spacious seating areas nestled among tropical gardens, Hawanawana Spa, and luxury retail boutiques. Built on lava outcroppings, the award-winning Jack Nicklaus-signature golf course offers ocean views on every hole. Island activities managed by Four Seasons include sunset sails, whale watch tours, horseback riding, sporting clays, archery, biking, hiking, aerial adventures at Lanai Adventure Park, and Hawaiian wayfinding at the on-site observatory.

Responsibilities

• Manage guest communications across telephone, email, chat, and messaging platforms, providing accurate information about resort services, accommodations, dining, activities, transportation, and island experiences while delivering exceptional service.
• Serve as the central communication hub for the resort, coordinating guest requests and operational information between Front Office, Housekeeping, Engineering, Security, Food & Beverage, Spa, Golf, Transportation, and other departments to ensure timely follow-through and service delivery.
• Support pre-arrival, in-house, and post-departure guest communications by assisting with inquiries, arrangements, special requests, preferences, and guest recognition initiatives while ensuring all information is accurately documented and communicated.
• Monitor and respond to guest communications through approved platforms, providing personalized interactions and maintaining service standards and response time expectations.
• Maintain accurate guest profiles, reservations, requests, preferences, and operational notes within resort systems to support seamless coordination and personalized service.
• Support service recovery efforts by addressing guest concerns, coordinating resolutions with operational teams, escalating issues when appropriate, and ensuring guests remain informed throughout the process.
• Prepare and maintain communication logs, operational reports, departmental updates, and internal correspondence to support effective resort operations and cross-department coordination.
• Maintain proficiency in resort communication and property management systems while assisting guests with basic technology and in-room service support as needed.

Requirements

• Legal work authorization in the United States.
• Ability to work a flexible schedule, including holidays, weekends, and varied shifts (24/7 operational environment).
• Ability to stand for extended periods, lift up to 50 lbs, and push/pull as needed during shifts.
• Prior experience and knowledge in Guest Services, Front Office, Concierge, Rooms Division, or a related hospitality discipline required; luxury hotel or resort experience preferred.

Benefits

• 100% employer-contributed Medical, Dental, and Vision benefits.
• Competitive wages and additional benefits (Retirement Plan, Wellness Credit, etc.).
• Paid Time Off & Holiday Pay.
• Inclusive and diverse employee engagement & recognition events year-round.
• Complimentary stays and exclusive discounts at Four Seasons Worldwide.
• Complimentary employee meals & dry cleaning for employee uniforms.
• Owner-subsidized on-island housing, inter-island airfare to Oahu, and other resources.
• Comprehensive learning and development programs.
• Energizing employee culture where you are encouraged to be your true self.

Pay

Hourly Rate: $32