Assistant Manager - Guest Experience

fourseasons; Hawaii; On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

On-site Physical Therapist

24-hour gym access

Holiday, Vacation & Sick pay

Company 401K match

Free employee meals

Complimentary stays at Four Seasons

Training and development opportunities

Employee recognition programs

Job summary

Four Seasons Resort Hualālai in Hawaii seeks an Assistant Manager – Guest Experience to lead the planning, coordination, and delivery of memorable guest experiences. You will manage VIP services, preferences, and recognition programs while partnering with all resort departments to ensure seamless stays.

The ideal candidate has luxury hospitality experience, anticipates guest needs, and delivers exceptional experiences that foster loyalty and long‑term engagement.

Qualifications

• Minimum two years of hotel management experience in Guest Relations or related luxury environment.
• Demonstrated ability to engage guests and recover service failures while maintaining brand standards.
• Strong written and verbal communication skills with attention to detail.

Responsibilities

• Lead overall guest experience for VIP and designated guests throughout their stay.
• Coordinate pre-arrival planning, personalized amenities, and special requests.
• Escalate complex guest concerns and ensure timely service recovery.
• Collaborate with Front Office, Housekeeping, F&B, Engineering, and other departments for seamless service.
• Maintain guest profiles and preferences across systems.
• Monitor guest satisfaction and identify opportunities to enhance service delivery.
• Support guest recognition initiatives and quality assurance programs.
• Participate in resort communications and staff training initiatives.

Skills

Guest engagement

Service recovery

Communication (verbal/written)

Prioritization

Organizational skills

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Tools

Hotel operating systems

Guest profile management tools

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world‑class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Oceanfront splendour in perfect harmony with nature. Surrounded by white‑sand beaches and black‑lava landscapes, Four Seasons Resort Hualalai is perfectly situated for all kinds of island adventures. The spirit of Hawaii, from its long‑held traditions to its inspired art, informs every detail of our idyllic retreat.

ASSISTANT MANAGER – GUEST EXPERIENCE

The Assistant Manager, Guest Experience plays a vital role in creating memorable, personalized, and seamless experiences for our guests. This position leads the planning, coordination, and execution of guest recognition programs, VIP services, preference management, and service recovery initiatives while fostering strong partnerships across all resort departments.

The ideal candidate is passionate about luxury hospitality, anticipates guest needs before they arise, and is committed to delivering exceptional experiences that inspire guest loyalty and long‑term engagement.

WHAT YOU’LL DO

• Lead and oversee the overall guest experience for VIP, Elite, Centrally Served, and other designated guests throughout their stay.
• Coordinate pre‑arrival planning, personalized amenities, special requests, and in‑stay experiences.
• Serve as the primary escalation point for complex guest concerns, ensuring timely and effective service recovery.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless guest experiences.
• Maintain accurate guest profiles, preferences, and documentation across Four Seasons systems.
• Monitor guest satisfaction trends and identify opportunities to enhance service delivery.
• Support guest recognition initiatives and quality assurance programs.
• Participate in operational meetings and contribute to resort‑wide communications.
• Assist with arrivals, departures, special events, and resort activations.
• Support training, coaching, and development of Guest Experience and Guest Services team members.

WHAT TO BRING

• Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred.
• Minimum two years of hotel management experience, preferably within Guest Relations, Guest Experience, Front Office, or a related luxury hospitality environment.
• Strong guest engagement and service recovery skills.
• Exceptional verbal and written communication abilities.
• Experience managing guest preferences, recognition programs, and personalized service initiatives.
• Ability to prioritize multiple responsibilities in a fast‑paced luxury resort environment.
• Strong organizational skills and attention to detail.
• Proficiency with hotel operating systems and guest profile management tools preferred.
• Demonstrated ability to build collaborative relationships across departments.

JOIN OUR ‘OHANA & ENJOY OUR AMAZING BENEFITS:

• Salary Range: $65,000 - $79,000
• An on‑site Physical Therapist
• 24‑hour access to Indoor and Outdoor Gym
• Holiday, Vacation & Sick pay
• Robust Benefit Plan
• Company Match 401K Plan
• Laundered Employee Uniform
• Free employee meals prepared by the Four Seasons Culinary ‘Ohana
• Complimentary stays at Four Seasons Worldwide
• Training and Development Opportunities
• Employee Recognition Programs

Learn more about what it is like to work at Four Seasons Resort Hualālai, visit us:

Facebook: https://www.facebook.com/FourSeasonsResortHualalai

Instagram: https://www.instagram.com/fshualalai/

Twitter: https://twitter.com/FSHualalai

We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Aff… Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal