Guest Experience Liaison

Beachview Rentals•Lahaina, HI

7d•$27 - $28

About The Position

At Maui Resort Rentals, we take hospitality seriously. Maui Resort Rentals is a luxury vacation rental manager relentlessly focused on bringing the luxury hotel experience to the world of vacation rentals. Our mission is to create an abundance of aloha for our guests, owners, and employees alike. This mission permeates every aspect of how we operate, and is one of the reasons we have been recognized by the Pacific Business News as the fastest growing vacation rental company in the state of Hawaii five separate times. 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 Engineering 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.

Requirements

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

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
Build and nurture positive relationships with property Owners, serving as a trusted and approachable point of contact
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