Guest Experience Leader – Front Office

Auberge Collection; Waimea/Kamuela (HI); On-site; USD 70,000 - 75,000; Full time

Job summary

The Auberge Resorts Collection's Mauna Lani property in Hawaii seeks a Resort Assistant Manager to oversee front office and services teams, champion exceptional service, and drive 100% guest satisfaction. The role focuses on staff training and development, problem-solving, and maintaining high standards in a luxury setting.

Ideal candidates have at least 2 years in guest services or front-of-house leadership, strong communication and computer skills, and familiarity with Opera and ALICE Suite.

Qualifications

• Must be able to speak, read, write and understand English.
• Computer literacy in Microsoft Windows applications required.
• Working knowledge of Property Management system Opera & ALICE Suite are assets.
• Must have a Valid US Driver's License with no violations within the last two years.
• Ability to drive and park all vehicle types.
• At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required.
• First Aid certification an asset.

Responsibilities

• Maintains presence in the lobby to ensure proper guest service and smooth operations.
• Greets VIPs, special attention guests, past guests, and monitors daily activity of arrivals/departures.
• Acts as an extension of senior management.
• Assists the management team in its pursuit of 100% guest satisfaction.
• Responsible for the follow-up that occurs with disappointed guests.
• Updates and reviews guest history. Ensures future arrival lists are reviewed and that needs are met prior to arrival.
• Enter all “glitches” and information obtained regarding guest preferences into the guest profile in Opera.
• Ensures that guest services and proper accommodations are provided according to standards.
• Will execute excellent email, departmental and pre-shift communications.
• Trains and develops front office and uniform services associates on the front drive. Maintain standard training manuals. Conducts regular department meetings with each respective area in the front office. Completes thorough and timely performance evaluations.

Skills

Guest Service

Leadership

Communication

Problem Solving

English Proficiency

Tools

Opera

ALICE Suite

Microsoft Windows

Job description

The Auberge Resorts Collection's Mauna Lani property in Hawaii seeks a Resort Assistant Manager to oversee front office and services teams, champion exceptional service, and drive 100% guest satisfaction. The role focuses on staff training and development, problem-solving, and maintaining high standards in a luxury setting.

Ideal candidates have at least 2 years in guest services or front-of-house leadership, strong communication and computer skills, and familiarity with Opera and ALICE Suite.