Guest Experience Liaison

Maui Resort Rentals • Lahaina, HI

1d

About The Position

Maui Resort Rentals is seeking a service-minded, detail-oriented Guest Experience Liaison to serve as the primary point of contact for guests and owners throughout the guest journey. The role oversees the full guest life cycle, manages communications, and proactively resolves concerns with professionalism and care. It collaborates with Housekeeping and Maintenance, supports company leadership, and provides guests with tailored local recommendations and attentive service.

The position supports a seamless self-service check-in process, monitors rental readiness, manages guest inquiries and follow-up communications, and coordinates with Operations and other departments to resolve concerns. It also provides flexible operational support and procures office, guest, and owner supplies while maintaining expense records.

Requirements

• 1–2 years of experience in guest relations, hospitality, or a comparable customer-facing role.
• Demonstrated knowledge of customer service principles and guest experience best practices.
• Exceptional written and verbal communication skills, including professional correspondence by phone, email, and text.
• Proficiency in Salesforce CRM, including managing customer records and communications.
• Proficiency in Google Workspace, including Docs, Sheets, Gmail, and Drive.
• Strong interpersonal skills and ability to build rapport and deliver a personalized guest experience through digital channels.
• Strong organizational skills and ability to manage multiple priorities and high communication volumes in a fast-paced environment.
• Proven problem-solving ability and a proactive, solution-oriented approach to resolving issues.
• Ability to develop and maintain comprehensive knowledge of property features, amenities, and offerings.
• Familiarity with standard inventory management practices and related systems.
• Broad understanding of departmental operations and how the role supports the wider organization.
• Availability to work weekends, holidays, and evening shifts as required.

Responsibilities

• Oversee the guest self-service check-in experience, including pre-arrival correspondence, rental readiness verification, and a warm, professional welcome.
• Coordinate arrival and departure follow-up communications.
• Monitor daily check-ins to confirm rentals are prepared and guest-ready before self-service check-in.
• Respond promptly to guest inquiries, complaints, and requests by phone, email, and text, resolving issues professionally and with care.
• Triage and troubleshoot on-site issues or emergencies remotely and delegate them to the appropriate teams.
• Facilitate timely communication between guests and the Operations team and follow concerns through to resolution.
• Collaborate with Housekeeping and Engineering to address guest needs efficiently and to a high standard.
• Offer personalized recommendations for island activities, dining, and attractions as a local ambassador.
• Provide flexible support to Operations managers and team members as needed.
• Procure office, guest, and owner supplies and maintain accurate records and receipts of Guest Experience expenses.
• Perform other duties as assigned.

Benefits

• $29 per hour
• 100% employer-paid premium option for medical, dental, and vision insurance, including coverage for dependents
• Employer-paid life insurance
• 401(k) with up to a 5% match
• Paid 30-minute lunch breaks
• PTO and sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed