Guest Relations Manager

Company Description

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!

Benefits

• Comprehensive benefits package (Medical, Vision, and Dental) with extended benefits such as 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 with 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
• Opportunities to develop talent and grow within the property and across the world

Job Description

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 a Guest Relations Manager, you will be responsible for ensuring the highest level of guest service and maintaining standards for all positions within the Front Office. This position also serves as a resource to overall hotel operations by providing assistance and direction as needed.

• Manage Front Desk while on duty to ensure smooth operation and the highest level of guest satisfaction
• Coverage of overnight shifts and duties as assigned
• Review arrivals and VIPs to ensure all special requirements are met or exceeded
• Proactively seek feedback on guest satisfaction and resolve problems in line with our company mission and philosophy of colleague empowerment
• Develop, implement, and maintain Guest Service standards
• Support the Royal Service, Concierge, and Guest Services departments in the absence of the department head
• Liaise with other departments—Housekeeping, Guest Services, and Villa Manager—to facilitate exceptional arrival and departure experiences

Salary Range

$76,000 – $84,000

Qualifications

• Two years supervisory/management experience in Front Office operations
• Cash/float handling experience
• Service‑focused personality and prior leadership experience required
• Prior experience with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Strong communication and networking skills
• Ability to lead by example, foster a strong team culture, and set the scene for high performance
• Valid driver’s license
• Clean driver’s abstract
• Maui County Liquor Card

Additional Information

All candidates must possess 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. Applicants must be legally eligible to work in the United States.

Commitment to Diversity & Inclusion

We are an inclusive company dedicated to attracting, recruiting, and promoting diverse talent. Join our ‘ohana and learn more about living and working for Fairmont Hawai‘i at www.fairmonthawaiijobs.com.