Guest Services Supervisor (Full Time)

AccorHotel • Kohala Coast, HI

6d • Onsite

About The Position

The Guest Services Supervisor leads and oversees the daily operations of the Bell Services and Guest Services team, ensuring guests receive a warm, personalized, seamless luxury arrival and departure experience. The role supervises Bell Attendants, Guest Service Ambassadors, Expeditors, and transportation colleagues while upholding Fairmont service standards, LQA requirements, operational excellence, and guest satisfaction.

The supervisor leads, coaches, and develops colleagues; supports staffing, recruitment, onboarding, training, performance management, and engagement; and communicates operational priorities and guest needs. The position is a visible presence in arrival and departure areas, oversees VIP experiences and service recovery, and builds relationships with returning guests, VIPs, and resort residents.

The role also oversees bell operations, transportation and luggage coordination, records and administrative processes, labor and expense management, workplace cleanliness and presentation, safety and compliance, and collaboration with other resort departments. It requires flexibility to support other resort operations and work evenings, weekends, holidays, and Manager on Duty shifts as business needs require.

Requirements

• High School Diploma or equivalent required.
• At least two years of hospitality leadership or supervisory experience.
• Proficiency in Microsoft Outlook, Word, Excel, and related business applications.
• Valid Hawaii Driver's License with an acceptable driving record required.
• Strong leadership, coaching, and team development skills.
• Passion for luxury hospitality and exceptional guest experiences.
• Excellent guest relations, service recovery, and conflict resolution abilities.
• Strong interpersonal, verbal, and written communication skills.
• Ability to motivate and develop diverse teams.
• Excellent organization, prioritization, and multitasking skills.
• Strong decision-making and problem-solving capabilities.
• Ability to work effectively in a fast-paced, high-volume luxury environment and collaborate across departments and leadership levels.
• Commitment to continuous improvement and operational excellence.
• Ability to stand and walk for extended periods and move around a 32-acre oceanfront resort.
• Ability to sit for extended periods for financial analysis, reporting, and project work.
• Ability to lift, push, pull, and carry up to 25 pounds occasionally.
• Ability to work indoors and outdoors in varying conditions, including heat, humidity, sun, wind, and rain.
• Frequent bending, reaching, and movement when inspecting operational areas and project sites.
• Flexibility to work evenings, weekends, holidays, and Manager on Duty shifts as business needs require.
• Applicants must be legally eligible to work in the United States; the hotel cannot assist with obtaining U.S. work authorization.

Nice To Haves

• Associate's Degree, Bachelor's Degree, or coursework in Hospitality Management, Business Administration, or a related field.
• Hospitality leadership or supervisory experience in a luxury hotel or resort environment.
• Previous Bell Services, Front Office, Guest Services, Concierge, or Rooms Division experience.
• Experience working in both union and non-union environments.
• Experience with Opera PMS or a similar property management system.
• Additional language skills.

Responsibilities

• Lead, supervise, coach, and develop Guest Services colleagues, fostering luxury service, accountability, inclusion, and teamwork.
• Conduct shift briefings, departmental meetings, and service training; communicate priorities, VIP arrivals, group movements, and special requests.
• Support recruitment, onboarding, training, performance management, colleague development, engagement, recognition, and retention.
• Monitor staffing and workflow to maintain efficient service delivery.
• Model luxury hospitality and provide personalized, anticipatory service to guests.
• Maintain a visible presence in arrival and departure areas and ensure VIP arrivals, departures, room escorts, and special experiences are executed effectively.
• Anticipate and resolve guest concerns; act as the primary contact for escalated concerns and service recovery.
• Recognize returning guests, document preferences, and build relationships with repeat guests, VIPs, and resort residents.
• Develop and monitor LQA action plans and service improvements; evaluate guest feedback and implement improvements.
• Oversee Bell Services operations, including luggage handling, room escorts, transportation coordination, guest requests, arrivals, and departures.
• Ensure policies, procedures, service standards, and opening, operating, and closing procedures are followed.
• Coordinate luggage movement and transportation for individual guests, groups, and VIPs.
• Maintain departmental schedules, records, productivity reports, logs, and operational documentation.
• Identify opportunities to improve service efficiency, guest satisfaction, and operational effectiveness; support resort initiatives and objectives.
• Champion audits, compliance, operational controls, and consistent adherence to standards.
• Keep arrival areas, bell desk, luggage storage, transportation staging areas, and workspaces clean, organized, safe, and presentation-ready.
• Inspect facilities, equipment, storage areas, tools, and workspaces; address cleanliness or safety concerns and report maintenance, sanitation, pest, or facility issues promptly.
• Monitor colleague grooming, uniforms, personal hygiene, and professional appearance; ensure cleaning, sanitation, waste handling, and safety procedures are followed.
• Assist with labor management, scheduling, productivity tracking, payroll administration, budget goals, and expense management.
• Maintain accurate reports, payroll documentation, schedules, and operational data; participate in leadership meetings and special projects.
• Support recruitment, retention, and succession planning efforts.
• Communicate professionally and build working relationships across the resort; partner with Front Office, Concierge, Housekeeping, Valet, Security, Transportation, and other Rooms Division departments.
• Support cross-functional problem solving, peak periods, special events, group arrivals, and resort-wide initiatives.
• Follow company policies, collective bargaining agreements, employment laws, safety, security, sanitation, emergency response, and evacuation procedures.
• Protect confidential information and demonstrate ethical conduct; support audits, investigations, compliance programs, and risk management initiatives.
• Perform additional assigned responsibilities and support other resort areas as operational needs require.

Benefits

• Medical, prescription, and vision benefits.
• Employer-paid life and accidental death and dismemberment insurance, with additional coverage options.
• 401(k) retirement savings plan with company matching.
• Paid time off, including vacation and personal holidays.
• Performance and incentive bonus opportunities.
• Colleague discounts, including 50% off resort dining, 50% savings at the Fairmont Store, and 30% off spa treatments.
• Employee rates at more than 5,000 Accor hotels and Friends & Family travel privileges.
• Complimentary meals while working on property.
• Development resources and career pathways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED