Assistant Concierge Manager

Auberge; Waimea/Kamuela, Northern (HI, KY); Hybrid; USD 68,000 - 83,000; Full time

Job summary

Auberge Mauna Lani is seeking an experienced Concierge Assistant Manager on Hawaii's Kohala Coast to lead the Pre-Arrival, In-House, and Club Concierge teams. You will coordinate with departments to exceed guest expectations and address issues promptly, while managing staffing and payroll processes.

The role requires hotel management experience, strong organizational skills, and a proactive approach to service excellence within a luxury resort environment.

Qualifications

• Must speak, read, write and understand English.
• Proficient with Microsoft Windows and Property Management systems.
• Working knowledge of Opera & ALICE Suite is an asset.
• At least 2 years of Guest Service/Front of House or related leadership experience.

Responsibilities

• Lead and develop Concierge Teams across Pre-Arrival, In-House, and Club Concierge.
• Coordinate with departments to meet guest needs and exceed expectations.
• Address guest complaints quickly and maintain payroll records.
• Create schedules and manage staffing according to business demands.
• Uphold all safety policies and maintain high service standards.

Skills

Customer service

Team leadership

Problem solving

Interpersonal skills

Professionalism

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Opera PMS

ALICE Suite

Job description

Company Description

Located on the sun-drenched Kohala Coast, on sacred land marked by royal fishponds, natural lava plains, lush tropical gardens, and alluring beaches, Mauna Lani - meaning "mountain reaching heaven" - is an inspiring spiritual haven, defining a new era of experiential luxury on the Island of Hawaii. A resort for the generations, with contemporary guest rooms, suites, and private residences, CanoeHouse oceanfront dining, three distinct pools, a signature spa and wellness haven, and Kainalu Ocean Sports program, set the tone for transformational experiences and enriching cultural immersion.

For more information: auberge.com/mauna-lani

Follow Mauna Lani on Facebook and Instagram @MaunaLaniAuberge

Job Description

The base annual salary for this position is $75k.

CORE RESPONSIBILITIES

• Responsible for management, training and development of Concierge Teams which includes Pre-Arrival, In House Concierge and Club Concierge
• Works with guests leading up to and during their stay to ensure personalized and exceptional service.
• Coordinates between all departments to ensure guest needs are met & exceeded.
• The Concierge Assistant Manager will support the Concierge Manager & Guest Experience Manager to ensure complete guest satisfaction.
• Responsible for addressing guest complaints and concerns quickly.
• Maintains accurate payroll records.
• Responsible for developing processes and SOP's to create a consistent level of service and accountability.
• Responsible for hiring, training, coaching, and developing colleagues within the department
• Responsible for creating weekly schedules and adjusting accordingly to business demands
• Must be proficient in computer skills and have prior hotel management experience
• Will adhere and follow all departmental policies, standards, and provide exceptional service
• Adhere to and follow all safety policies
• Will execute excellent email, departmental, and pre-shift communications
• Must display organizational excellence and adaptability to business demands
• Other duties as assigned

PHYSICAL DEMANDS

• Occasional pulling, kneeling, and lifting up to 50 lbs with or without accommodation
• Frequent standing and walking throughout shift

SKILLS

• Must have the ability to balance administrative, operational, and colleague needs
• Previous customer service related experience required
• Must have strong interpersonal and problem solving skills
• Must be highly responsible and take ownership, while remaining professional at all times
• Must be able to work cohesively with fellow colleagues as part of a team

Qualifications

• Must be able to speak, read, write and understand English
• Computer literacy in Microsoft Window applications required
• Working knowledge of Property Management system Opera & ALICE Suite are assets
• At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required
• High school or equivalent education required. Bachelor's Degree preferred
• First Aid certification an asset
• All Candidates must be legally authorized to work in the United States

Additional Information

Auberge Collection is a portfolio of extraordinary hotels, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit auberge.com to learn more about our Collection. Follow us on Instagram, TikTok, LinkedIn, Facebook, and Pinterest: @Auberge and #AlwaysAuberge.

DHL Mahi Staffing, LLC is an Equal Opportunity Employer, M/F/D/V. DHL Mahi Staffing, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, DHL Mahi Staffing, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.