Guest Services Representative | Part-Time

AccorHotel • Wailea-Makena, HI

5d • Onsite

About The Position

The Guest Services Representative provides service in accordance with Fairmont and Leading Quality Assurance (LQA) standards, primarily at the Front Desk. The role includes welcoming and checking in guests, settling accounts, sharing helpful information about resort and island offerings, and promoting accommodations and resort services. The representative communicates guest requests using resort software, maintains accurate transaction records and handles cash, and helps ensure the lobby is clean and well maintained. The position also involves preparing for group arrivals and departures, covering overnight shifts and other assigned duties, and participating in departmental sales promotions. Representatives organize their work to meet shift demands and provide engaging, personalized, timely, and efficient service while remaining calm and courteous and serving as knowledgeable guides to the resort and island.

This is a permanent part-time position with an hourly rate of $31.78. Shifts include PM and overnight shifts; schedules vary and include weekends and holidays to meet hotel business needs.

Requirements

• High school diploma and/or vocational training.
• At least one year of experience in a fast-paced hotel environment involving multitasking, attention to detail, administrative duties, and customer service.
• Authorization to work in the United States; the position does not offer work visa sponsorship.

Nice To Haves

• A degree in Hotel/Hospitality or Tourism.
• Previous experience in a luxury hotel environment.

Responsibilities

• Greet, check in, and settle guest accounts while adhering to service standards.
• Assist guests with information about resort facilities and offerings.
• Share information about the resort, resort and island activities, restaurants, and other guest-related information.
• Promote and upsell accommodations and resort services.
• Communicate internal and external guest requests through applicable resort software.
• Maintain accurate records of daily transactions, including cash handling, currency exchange, and balancing a bank.
• Ensure the lobby's cleanliness and maintenance exceed expectations.
• Review group resumes and ensure details for incoming and outgoing groups are carried out.
• Cover overnight shifts and perform other duties as assigned.
• Participate in monthly departmental sales promotions.
• Organize work to complete tasks according to shift demands.
• Provide engaging, personalized, timely, and efficient service that maintains the atmosphere of aloha.
• Remain calm and courteous while focusing attention on guest needs.
• Maintain knowledge of the island, resort, and resort offerings to guide guests.

Benefits

• Comprehensive medical, vision, and dental benefits, with extended benefits including basic insurance, TDI, and long-term disability for regular full-time and part-time employees.
• 401(k).
• One complimentary duty meal for employees working more than six hours per shift.
• Food and beverage discounts at Fairmont Kea Lani; venue-specific discounts may vary.
• Wellness offerings.
• Employee benefit card with discounted rates at Accor properties worldwide.
• Learning programs through company academies.
• Opportunities for professional development and growth within the property and across the company.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED