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

About the Company

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 in paradise. 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 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.

About the Role

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.

Responsibilities

• 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.

Requirements

• A minimum of two years’ experience in luxury hospitality.
• Fluency in English (verbal & written); second language is an asset.
• Recognized commitment to guest service and exceeding guest expectations.
• Strong written and 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.
• Operational knowledge and proficiency in Property Management System (Opera) and Microsoft Office (Word, Excel, PowerPoint).
• Degree or diploma in Hospitality Management is an asset.

Benefits

• Premium preferred provider medical, drug, and vision benefits at competitive prices (available for full-time or part-time employees).
• Employer-paid coverage for group life and accidental insurance ($7,500) with coverage available for dependents.
• 401(k)/retirement savings plan with matching program.
• 11 paid holiday/personal days per year plus 10 days of paid vacation that begin accruing immediately.
• 50% discount at hotel restaurants, 30% discount on retail items at the Fairmont Store, and 30% discount on services at Spa Without Walls.
• Employee discounts at Accor properties (5,000+ hotels worldwide) and Friends & Family rates.
• Complimentary meals in the employee dining facility.

Pay

Hourly Rate: $29.52 USD

Additional Information

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

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.