Guest Experience Liaison
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Skills
About the role
Description
At Maui Resort Rentals, we take hospitality seriously. We are seeking a service-minded and detail-orientated Guest Experience Liaison to serve as the primary point of contact for guests and owners throughout every stage of the guest journey. In this fast-paced position, you will oversee the full guest life cycle process, manage guest communications and proactively resolve concerns with professionalism and care. You will collaborate closely with Housekeeping and Maintenance departments, support company leadership, and serve as a knowledgeable local ambassador — helping guests make the most of their time in Maui through tailored recommendations and attentive service. This is an ideal opportunity for someone who operates with a spirit to serve and takes pride in delivering exceptional, memorable experiences through every interaction.
Dream Resorts is a hospitality brand dedicated to delivering exceptional vacation rental and property management experiences for guests and homeowners alike. Through its premier brands, Maui Resort Rentals in Hawai‘i and Beachview Rentals in Newport Beach, California, we manage a high quality portfolio of vacation homes in some of the world’s most sought after destinations, offering something for every type of traveler. Our culture is rooted in teamwork, respect, and a shared passion for hospitality, supported by competitive benefits and a workplace that empowers growth.
This commitment to our people has earned recognition across the Dream Resorts family of brands. Subsidiaries of Dream Resorts have been recognized across multiple prestigious workplace awards, including Hawaii Business Magazine’s 2026 Best Places to Work, where Dream Resorts was also honored for fostering a family friendly workplace, Outside Magazine’s Best Places to Work, the Inc. 5000 Best Places to Work, and Hawaii Pacific Business News’ Best Places to Work.
Requirements
Key Responsibilities
- Oversee the guest self-service check-in experience, including pre-arrival correspondence, rental readiness verification, and delivering a warm, professional welcome in support of a seamless self-service process
- Coordinate arrival and departure follow-up communications to ensure a smooth guest journey from start to finish
- Monitor daily check-ins to confirm all rentals are prepared and guest-ready prior to self-service check-in
- Serve as the primary point of contact for guest inquiries, complaints, and requests via phone, email, and text — responding promptly and resolving issues with professionalism and care
- Triage and troubleshoot on-site issues or emergencies remotely, delegating effectively to the appropriate teams
- Facilitate clear, timely communication between guests and the Operations team, following through until all concerns are fully resolved
- Collaborate with Housekeeping and Engineering to ensure guest needs are addressed efficiently and to a high standard
- Serve as a local ambassador, offering personalized recommendations for island activities, dining, and attractions
- Provide flexible support to Operations managers and team members as needed
- Procure office, guest, and owner supplies as needed, maintaining accurate records and receipts of all Guest Experience expenses
- Other duties as assigned
Skills & Competencies
The following qualifications and competencies are required for the Guest Experience Liaison role:
- 1–2 years of experience in guest relations, hospitality, or a comparable customer-facing role
- Demonstrated knowledge of customer service principles and guest experience best practices
- Exceptional written and verbal communication skills, with the ability to correspond professionally via phone, email, and text
- Proficiency in Salesforce CRM, including managing customer records and communications
- Proficiency in Google Workspace, including Docs, Sheets, Gmail, and Drive
- Strong interpersonal skills with the ability to build rapport and deliver a personalized guest experience through digital channels
- Strong organizational skills with the ability to manage multiple priorities and high communication volumes in a fast-paced environment
- Proven problem-solving ability, with a proactive and solution-oriented mindset when resolving issues
- Ability to develop and maintain comprehensive knowledge of all property features, amenities, and offerings
- Familiarity with standard inventory management practices and related systems
- Broad understanding of departmental operations and how the Guest Experience Liaison role supports the wider organization
- Available to work weekends, holidays and evening shifts as required
Compensation and Benefits:
- $29 per hour
- 100% employer paid premium option for Medical, Dental and Vision Insurance - including your dependents
- Employer paid Life Insurance
- 401(k) with up to a 5% Match
- Paid lunch breaks (30 min)
- PTO and Sick time