Assistant Director of Front Office & Guest Services

Company Description

Where Passion Meets Paradise

At Fairmont Orchid, Hawaiʻi, we believe hospitality is more than a career. It is an opportunity to create meaningful moments, build lasting relationships, and share the spirit of aloha with guests from around the world.

Set on 32 breathtaking oceanfront acres along the renowned Kohala Coast, Fairmont Orchid is an award-winning luxury destination where natural beauty, Hawaiian culture, and exceptional service come together to create unforgettable experiences. From our white sand beach and crystal-clear lagoon to our Spa Without Walls, world-class dining, championship golf, and authentic cultural programming, every day offers the opportunity to be part of something extraordinary.

We are more than a luxury resort. We are a passionate team of hospitality professionals who take pride in delivering genuine, heartfelt service while honoring the traditions, culture, and people of Hawaiʻi. Here, your talents are valued, your contributions are celebrated, and your career aspirations are supported in an environment that encourages growth, creativity, and purpose.

Why You'll Love It Here

At Fairmont Orchid, we recognize that our colleagues are the heart of our success. That's why we are committed to creating an environment where you can thrive personally and professionally.

What Is In It For You?

At Fairmont Orchid, we believe extraordinary hospitality begins with extraordinary people. We are committed to investing in your wellbeing, supporting your aspirations, and creating opportunities for you to thrive both personally and professionally.

• Your wellbeing matters. Enjoy competitive medical, prescription, and vision benefits designed to help you and your family live healthier, happier lives.
• Protection for what matters most. We provide employer-paid life and accidental death & dismemberment insurance, with additional coverage options available for your ʻohana, giving you peace of mind for today and tomorrow.
• Build the future you deserve. Take advantage of our 401(k) retirement savings plan with company matching and invest confidently in your long-term financial goals.
• Live the Hawaiʻi lifestyle. Enjoy generous paid time off, including vacation and personal holidays, so you can recharge, explore, and make the most of life in paradise.
• Be recognized and rewarded. Performance and incentive bonus opportunities celebrate innovation, leadership, dedication, and the exceptional results you bring to our guests and resort.
• Experience the luxury you help create. Enjoy exclusive colleague discounts including 50% off resort dining, 50% savings at our Fairmont Store, and 30% off treatments at our award-winning Spa Without Walls.
• Discover the world with Accor. Unlock limitless travel possibilities through employee rates at more than 5,000 Accor hotels worldwide, along with special Friends & Family travel privileges.
• Nourish yourself throughout the day. Enjoy complimentary meals while working on property.
• Belong to something bigger. Join a collaborative, inclusive culture where authenticity is celebrated, diverse perspectives are valued, and every colleague is empowered to succeed.
• Grow without limits. Whether you're looking to deepen your expertise, expand your leadership skills, or pursue new opportunities, you'll have access to development resources and career pathways across one of the world's leading luxury hospitality companies.

More Than a Workplace

At Fairmont Orchid, you're not simply building a career, you're becoming part of a legacy of exceptional hospitality, meaningful connections, and unforgettable experiences. Here, you'll work alongside passionate professionals, inspire guests from around the world, and contribute to a culture rooted in aloha, excellence, and purpose.

Come be part of something exceptional. Come share the spirit of aloha. Come grow your career where luxury, purpose, and paradise come together.

Job Description

As the Assistant Director of Front Office & Guest Services, you will partner with the Director of Front Office to oversee the daily operations of Front Desk, Bell Services, Guest Services, Royal Service, and VIP Experiences. You will play a critical role in ensuring seamless arrivals and departures, delivering personalized guest experiences, developing talented colleagues, optimizing revenue opportunities, and maintaining the highest standards of luxury hospitality. This position requires a confident and visible leader who can balance guest engagement, operational effectiveness, financial performance, and people development while fostering a culture of care, collaboration, and excellence.

What you will be doing:

Deliver Exceptional Guest Experiences

• Lead by example in delivering warm, personalized, luxury service.
• Anticipate guest needs and create memorable moments throughout the guest journey.
• Manage VIP arrivals, special requests, and service recovery situations with professionalism and care.
• Monitor guest satisfaction results and implement strategies to continually elevate the guest experience.
• Ensure arrival, departure, and lobby experiences reflect Fairmont's luxury standards.

Lead Front Office Operations

• Oversee daily Front Office operations, ensuring efficiency, consistency, and service excellence.
• Monitor room inventory, occupancy levels, room assignments, and availability.
• Collaborate closely with Housekeeping and other operational departments to optimize room readiness.
• Ensure proper utilization of Opera PMS and other hotel systems.
• Review daily business levels, group arrivals, special events, and operational priorities.

Drive Financial Performance

• Support revenue optimization initiatives through inventory management and upselling strategies.
• Assist with occupancy forecasting, budgeting, labor management, and departmental planning.
• Monitor labor productivity and scheduling effectiveness.
• Ensure compliance with cashiering standards, payment processing procedures, and audit requirements.
• Identify opportunities to enhance profitability while maintaining exceptional service standards.

Inspire and Develop Talent

• Recruit, hire, onboard, coach, and mentor Front Office colleagues.
• Conduct performance reviews, developmental conversations, and succession planning initiatives.
• Foster a culture built on engagement, accountability, inclusion, and recognition.
• Lead daily line-ups and departmental meetings that inspire and align teams around service excellence.
• Support career development and growth opportunities for colleagues.

Champion Safety & Operational Excellence

• Ensure compliance with company policies, procedures, and service standards.
• Respond effectively to emergency situations and guest concerns.
• Partner with Security and Loss Prevention teams on safety-related matters.
• Maintain confidentiality of guest and business information.
• Promote a safe and positive working environment for colleagues and guests alike.

Qualifications

Required Qualifications

• Minimum two (2) years of Front Office leadership or management experience within a luxury, upscale, or resort hotel environment.
• Strong knowledge of Front Office operations, room inventory management, and guest service standards.
• Experience with Opera PMS, Oracle Hospitality, or similar hotel management systems.
• Proven leadership experience with employee coaching, development, and performance management.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational and analytical abilities.
• Ability to manage multiple priorities while maintaining a calm and professional presence.
• Self-motivated, results-oriented, and highly guest-focused.

Preferred Qualifications

• Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management, or a related field.
• Luxury resort experience.
• Forbes Five-Star and/or AAA Five Diamond experience.
• Revenue management or yield management experience.
• CPR and First Aid Certification.
• Multilingual communication skills.

Additional Information

Salary Range: $100,000 - $110,000 USD

Visa Requirements: 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.

Be Part of Something Special

This is more than a job. It is an opportunity to build meaningful connections, inspire exceptional service, and become part of a legendary luxury hospitality brand.

If you are ready to lead with passion, elevate guest experiences, and grow your career in paradise, we encourage you to apply today.

Fairmont Orchid is an Equal Opportunity Employer committed to creating an inclusive environment for all colleagues.

Why Join Fairmont Orchid?

At Fairmont Orchid, we recognize that our people are our greatest asset. We are committed to creating an environment where colleagues feel valued, supported, and empowered to grow.

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!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

#LI-KK2

#AlohaOrchid