Assistant Manager, Guest Experience – Luxury Resort

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

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.