Assistant Guest Experience Manager

Auberge Collection; Waimea/Kamuela (HI); On-site; USD 75,000 - 85,000; Full time

Job summary

Mauna Lani Auberge Collection is seeking an Assistant Guest Experience Manager to craft personalized guest experiences, lead front-of-house teams, and ensure VIP service excellence on Hawaii's Kohala Coast. The role requires calm problem-solving, guest-first mindset, and strong organizational skills across departments.

Join a luxury resort family known for exceptional service and cultural immersion, with focus on memorable guest stays and seamless operations.

Qualifications

• Fluent English communication skills (read, write, speak).
• Proficient with Windows computer applications.
• Experience in guest service/front of house or related leadership roles.
• High school diploma or equivalent; Bachelor's degree preferred.

Responsibilities

• Support Concierge Manager in overseeing Suite, Residence, and VIP bookings.
• Greet guests on arrival with personalized, exceptional service.
• Coordinate with departments to meet VIP guest needs.
• Supervise concierge, pre-arrival, and guest experience teams.
• Handle guest complaints promptly and follow up to ensure satisfaction.
• Create and adjust weekly schedules; maintain payroll records.
• Assist in developing new service standards and training.
• Lead the team in the absence of a department head.

Job 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.

Follow Mauna Lani on Facebook and Instagram @MaunaLaniAuberge

Job Description

The base salary range for this position is $75K - $85K.

Join our team as Assistant Guest Experience Manager and become one of the authors of our story. As part of the Auberge family, you will be responsible for curating unique and personalized experiences that create truly memorable stays for our guests. The ideal candidate is accomodating, well organized, creative, and able to confidently interact with our guests in a warm and welcoming manner. He or she will be adaptable to business demands and have a natural focus for customer service excellence. This role will at times require advanced problem solving to quickly resolve any guest concerns to the guests satisfaction.

• Support Concierge Manager in overseeing all Suite, Residence, and VIP bookings prior to arrival and while on property.
• Greet selected guests upon arrival ensuring personalized and exceptional service.
• Coordination between all departments to ensure VIP guest needs are met & exceeded.
• Must be proficient in computer skills and have prior hotel management experience.
• Oversee the concierge team, pre-arrival,and guest experience teams.
• Responsible for handling and follow up of guest complaints and concerns quickly.
• Complete weekly schedules, adjusting to business volume as needed. Maintain accurate payroll records.
• Assist in creation and implementation of new service standards.
• Executes training of new/existing team members to improve upon and maintain exceptional service standards.
• Will adhere and follow all departmental policies, standards, and provide exceptional service.
• Will execute excellentemail, departmental and pre-shift communications.
• Must display organizational excellence and adaptability to business demands.
• Lead the team in the absence of a department head.

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.

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, 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 and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts 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.

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