Guest Services Supervisor

Job Description

The Guest Services Supervisor is responsible for leading and overseeing the daily operations of the Bell Services and Guest Services team, ensuring every guest receives a warm, personalized, and seamless luxury arrival and departure experience. This role supervises Bell Attendants, Guest Service Ambassadors, Expeditors, and transportation colleagues while maintaining Fairmont service standards, LQA requirements, operational excellence, and exceptional guest satisfaction.

The ideal candidate is passionate about luxury hospitality, demonstrates strong leadership capabilities, and is committed to creating memorable experiences that reflect the Fairmont Orchid brand promise, Hawaiian hospitality, and a culture of excellence.

Leadership & Team Development

• Lead, supervise, coach, and develop Guest Services colleagues to ensure exceptional guest service and operational excellence.
• Foster a culture of luxury service, professionalism, accountability, inclusion, and teamwork.
• Conduct daily shift briefings, departmental meetings, and service training sessions.
• Communicate operational priorities, VIP arrivals, group movements, and special guest requests.
• Support recruitment, onboarding, training, coaching, performance management, and colleague development.
• Conduct performance evaluations and administer corrective action when appropriate.
• Ensure colleagues understand departmental goals, service expectations, and luxury hospitality standards.
• Foster employee engagement, recognition, and retention initiatives.
• Monitor staffing levels and workflow to ensure efficient service delivery during all operational periods.

Guest Experience & Luxury Service

• Serve as a role model for luxury hospitality standards and lead by example in all guest interactions.
• Create memorable first and last impressions through genuine, engaging, and personalized service.
• Deliver anticipatory service that consistently exceeds guest expectations.
• Maintain a visible presence in guest arrival and departure areas to engage with guests and support colleagues.
• Ensure flawless execution of VIP arrivals, departures, room escorts, and special guest experiences.
• Anticipate guest needs and proactively resolve concerns in a timely and professional manner.
• Serve as the primary point of contact for escalated guest concerns and service recovery opportunities.
• Recognize returning guests and document preferences to support personalized experiences.
• Build and maintain strong relationships with repeat guests, VIPs, and resort residents.
• Develop, execute, and monitor departmental LQA action plans and service improvement initiatives.
• Evaluate guest feedback and implement improvements that enhance service delivery and guest satisfaction.

Operational Excellence

• Oversee daily Bell Services operations, including luggage handling, room escorts, transportation coordination, guest requests, arrivals, and departures.
• Ensure departmental policies, procedures, and luxury service standards are consistently followed.
• Maintain accountability for opening, operating, and closing procedures.
• Coordinate guest transportation and luggage movement for individuals, groups, and VIP guests.
• Maintain departmental records, schedules, productivity reports, logs, and operational documentation.
• Identify opportunities to improve service efficiency, guest satisfaction, and operational effectiveness.
• Support resort-wide initiatives and departmental objectives.
• Champion departmental audit, compliance, and operational control processes, ensuring standards are followed consistently.

Resort Appearance & Luxury Standards

• Ensure all guest arrival areas, porte cochère, bell desk, luggage storage areas, and transportation staging areas remain clean, organized, and presentation ready.
• Maintain exceptional standards of cleanliness, organization, and presentation throughout the department.
• Conduct regular inspections of facilities, equipment, storage areas, and operational spaces.
• Ensure all equipment and workspaces reflect luxury resort standards.
• Monitor colleague grooming, uniform standards, and professional appearance.
• Foster pride, ownership, and accountability for maintaining an exceptional physical environment.

Financial & Administrative Responsibilities

• Assist with labor management, scheduling, productivity tracking, and payroll administration.
• Support departmental budget goals through effective labor and expense management.
• Monitor operating expenses and identify opportunities to improve efficiency.
• Maintain accurate records, reports, schedules, payroll documentation, and operational data.
• Participate in leadership meetings, hotel initiatives, and special projects.
• Support departmental recruitment, retention, and succession planning efforts.

Communication & Collaboration

• Communicate clearly, professionally, and respectfully with guests, colleagues, and leaders.
• Build strong working relationships throughout the resort.
• Partner closely with Front Office, Concierge, Housekeeping, Valet, Security, Transportation, and other Rooms Division departments.
• Support cross-functional teamwork and problem solving.
• Assist with hotel operations during peak periods, special events, group arrivals, and resort-wide initiatives.
• Promote a culture of transparency, collaboration, and service excellence.

Cleanliness Expectations

• Maintain a clean, organized, safe, and professional work environment at all times.
• Ensure all guest-facing areas, including the porte cochère, bell desk, luggage storage areas, transportation staging areas, and back-of-house workspaces, consistently reflect luxury resort standards.
• Conduct regular inspections of work areas, equipment, tools, storage spaces, and facilities to ensure cleanliness, organization, and operational readiness.
• Ensure departmental cleaning, sanitation, and safety procedures are followed consistently by all team members.
• Immediately address or report cleanliness concerns that could impact guest satisfaction, health, safety, or resort standards.
• Support and uphold Fairmont, AAA Diamond, LQA, and luxury hospitality service and presentation standards.
• Monitor and enforce professional appearance, grooming, uniform, and personal hygiene standards among colleagues.
• Ensure proper handling, storage, and disposal of waste, recyclables, chemicals, and other operational materials in accordance with resort policies.
• Assist in maintaining the appearance, condition, and presentation of all resort facilities, guest arrival areas, and operational spaces.
• Foster a culture of pride, accountability, ownership, and attention to detail throughout the department.
• Report pest activity, sanitation concerns, safety hazards, water leaks, mold concerns, maintenance issues, and facility deficiencies promptly to management and appropriate departments.
• Promote continuous improvement in cleanliness, organization, and presentation to enhance the overall guest experience and protect the resort's luxury reputation.

Safety, Compliance & Ethics

• Ensure compliance with company policies, collective bargaining agreements, employment laws, and regulatory requirements.
• Follow all Fairmont Orchid safety, security, sanitation, and company standards.
• Maintain knowledge of emergency response procedures, fire life safety protocols, and resort evacuation procedures.
• Report safety concerns, incidents, maintenance issues, and guest concerns promptly.
• Protect the confidentiality of guest, colleague, and company information.
• Demonstrate honesty, professionalism, and ethical conduct at all times.
• Support audits, investigations, compliance programs, and risk management initiatives as required.

Other Duties

• Perform additional responsibilities and special projects as assigned.
• Maintain flexibility to support evolving operational and business needs.
• Support resort operations in other areas when business demands require.

Knowledge, Skills & Abilities

• 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.
• Ability to collaborate across multiple departments and leadership levels.
• Commitment to continuous improvement and operational excellence.
• Additional language skills are an asset.

Fairmont Orchid is committed to providing exceptional luxury hospitality experiences while fostering an inclusive, engaging, and rewarding workplace where colleagues can grow and thrive.

Qualifications

Education & Experience

• High School Diploma or equivalent required.
• Associate's Degree, Bachelor's Degree, or coursework in Hospitality Management, Business Administration, or a related field preferred.
• Minimum two (2) years of hospitality leadership or supervisory experience, preferably within a luxury hotel or resort environment.
• Previous Bell Services, Front Office, Guest Services, Concierge, or Rooms Division experience preferred.
• Experience working in both union and non-union environments preferred.
• Experience with Opera PMS or a similar property management system preferred.
• Proficiency in Microsoft Outlook, Word, Excel, and related business applications.
• Valid Hawaii Driver's License with an acceptable driving record required.

Physical Requirements & Working Environment

• Ability to stand and walk for extended periods throughout a 32-acre oceanfront resort.
• Ability to move between restaurant venues, banquet spaces, offices, and project sites daily.
• Ability to sit for extended periods performing 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 weather conditions including heat, humidity, sun, wind, and rain.
• Frequent bending, reaching, and movement when inspecting operational areas and project sites.
• Ability to work effectively in a fast-paced environment with multiple concurrent priorities.
• Flexibility to work evenings, weekends, holidays, and Manager on Duty shifts as business needs require.

Additional Information

Hourly Rate: $32.09 USD

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

Your team and working environment: 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.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Fairmont Hotels & Resorts:  At Fairmont Hotels & Resorts 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 hotel 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 and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!

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