Assistant Director of Guest Services

[{{ $ | translate}}] Assistant Director of Guest Services
The Fairmont Orchid


Job description


Rooms Division Manager

The Assistant Director of Guest Services will lead and provide managerial support for Guest Services, Concierge, Japanese Guest Services, and Business Center in the daily operational duties and ensuring a seamless experience for the guest in all areas. 


Hotel Overview: Fairmont Orchid is a luxury AAA four-diamond Kohala Coast oceanfront resort with white sand lagoon, Hawaiian Spa Without Walls, golf, extensive meeting facilities, year-round children’s program, five restaurants and tennis, all serviced with Aloha.  We are currently looking for new colleagues to join our 'Ohana and share that Aloha here at Fairmont Orchid

Summary of Responsibilities:

Reporting to the Director, Front Office responsibilities and essential job functions include but are not limited to the following:    

Oversees the Guest Services, Concierge, Japanese Guest Services and Business Center departments.  Reporting to the Director of Front Office, the Assistant Director of Guest Services will ensure timely and seamless service for guest requests, providing proactive, knowledgeable, engaged service to all guests.  The Assistant Director of Guest Services also is accountable for instilling consistency of the hotel and Fairmont standards as well as generating and promoting ideas to enhance the luxury experience.  The Assistant Director of Guest Services will coincide their schedule with the Guest Services Manager to ensure 7 day management coverage of the Guest Services team, and adhering to all responsibilities of the Guest Services Manager in their absence.


• Approach all encounters with guests and colleagues in a professional and personalized manner utilizing Heartist Service Culture.• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations• Provide direction and support to Guest Services, Concierge, Japanese Guest Services, and Business Center departments, and Supervisory positions in their daily tasks relating to their roles• Creates an environment that allows Colleagues to achieve job fulfillment and provides a path for career development with Fairmont Hotels & Resorts.  Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling, which will vary according to the needs of the hotel.• Controls and provides feedback on labour and operational expenses• Ensure accurate and timely payroll• Responsible for the departmental roster, ensuring adequate staffing at all times• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. • Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, firing, training & motivation of departments’ colleagues• Achieve department Brand (LQA) goals by ensuring consistent coaching on the fly utilizing the LQA standards audits• Achieve department RPS goals by monitoring the Voice Of the Guest (VOG) feedback via the Trust You Tool to analyze strengths and opportunities and implementing service improvement tactics • Actively participate in training and continuing education of departments’ staff• Responsible to balance operational, administrative and colleague needs• Handle all responsible departments’ SCOREs by prevention and proper follow up, ensuring complete recovery.• Maintain fair and consistent Colleague Performance Logs, discipline as necessary• Ensure that all staff are adhering to hotel grooming standards • Ensure the efficient and prompt handling and delivery of guest parcels/flowers to guest rooms• Understand and communicates through pre-shift about scores, Sites, VIP arrivals, daily events, emails and departmental specifics all pertinent information for the respective shift and areas of operation• Knowledgeable about the immediate and surrounding area, while maintaining a library of relevant information• Be familiar with courier companies and their charges• Ensure that all your departments team have the supplies needed to perform their duties• Ensure that all responsible areas are kept clean, presentable, and tidy at all times, report deficiencies to appropriate departments via Royal Service. • Conduct regularly departmental meetings and maintain consistent and effective flow of communication between shifts among fellow managers and colleagues. Ensure daily quality line-ups. Compliance to the Training Tracking Reports completed to T&C by end of month.• Maintain amicable and co-operative working relations with other departments in the resort, vendors and DMC’s (Destination Management Company). • Adheres to and promotes the Company’s Health & Safety policies to ensure a safe work environment and knowledge of all safety & emergency procedures. • Manages all purchasing requirements for Guest Services, Concierge, Japanese Guest Services and Business Center while staying within forecasted budget• Manage partner commissions to ensure revenues are received in a timely manner and concierge commissions are distributed• Energize the brand by promoting our Le Club Accor rewards/loyalty program.• Complete projects in a timely manner as required by the Director of Front Office, Director of Rooms, Director of Operations, and General Manager• Be able to participate proficiently in functions outside one’s department when called upon • Other duties as assigned


    • A minimum of 3 years, Hotel Concierge management experience• Previous experience in a managerial capacity• Fluent in English (verbal & written), with knowledge of second language an asset• Proven ability to guide and coach team members• Recognized commitment to Guest Service and exceeding guest expectations• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability• Excellent leadership, written/verbal communication and interpersonal 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• An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)• Degree or Diploma in Hospitality Management is an asset• A working knowledge of a second language and its application in the hotel and hospitality operation is an asset• Active member of Les Clefs D’Or is an asset

    Visa Requirements: Candidates must be currently authorized to work in the United States 


    APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit to learn more about Fairmont Hotels & Resorts and the extraordinary opportunities that exist!



    At Fairmont Hotels & Resort we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities - throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific - as well as industry - leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork, Accountability and Excellence; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. Our Sustainability Partnership program represents our ever-expanding commitment to being a responsible business and to following the principles of sustainability across our operations, the world over. An exciting future awaits!

    Fairmont Orchid is an Equal Opportunity Employer and a Drug Free Workplace.


    See description

    Job type
    Waikoloa Village, HI, United States
    Starting in
    As soon as possible
    Duration of the contract

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