Guest Experience Leader — Luxury Resort

fourseasons; Hawaii; On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

On-site Physical Therapist

Gym access

Paid holidays

401K match

Uniforms provided

Employee meals

Complimentary stays

Training & development

Employee recognition

Job summary

Four Seasons Resort Hualālai in Hawaii seeks a Guest Services Manager to oversee Bell, Door, Concierge, and Attendants, ensuring seamless arrivals and departures and delivering memorable luxury experiences. This leadership role requires passion for hospitality, team development, and the ability to remain professional under high pressure in a fast-paced luxury setting.

Candidates should have hotel management experience and a strong service mindset.

Qualifications

• College degree or equivalent work experience.
• Minimum of two years of hotel management experience.
• Strong knowledge of Front Desk, Concierge, and luxury guest service operations.
• Ability to lead and develop high-performing teams.
• Excellent communication and organizational skills.

Responsibilities

• Lead, inspire, and develop the Guest Services team to deliver exceptional and personalized guest experiences.
• Manage and oversee Guest Services operations; Limousine Drivers, Door Attendants, Bell Clerks, and Valet Attendants.
• Interview, train, coach, schedule, evaluate, and support team members while fostering a positive work environment.
• Monitor staffing levels and daily operations to ensure service standards are consistently achieved.
• Resolve guest concerns with professionalism and discretion.
• Respond to guest inquiries regarding resort services, amenities, events, transportation, and local information.
• Coordinate guest arrivals and departures for Special Attention Guests, return guests, groups, and Club guests.
• Perform guest check-in and check-out functions while ensuring Four Seasons standards.
• Utilize reservation and property management systems to support guest needs and operational efficiency.
• Act as leader during safety, security, and emergency situations when senior management is unavailable.
• Partner with Front Office and other departments for smooth handling of luggage, deliveries, and special requests.

Skills

Hotel management

Front Office operations

Guest services

Team leadership

English fluency

Education

College degree or equivalent

Tools

Hotel reservation systems

CRM systems

Job description

Four Seasons Resort Hualālai in Hawaii seeks a Guest Services Manager to oversee Bell, Door, Concierge, and Attendants, ensuring seamless arrivals and departures and delivering memorable luxury experiences. This leadership role requires passion for hospitality, team development, and the ability to remain professional under high pressure in a fast-paced luxury setting.

Candidates should have hotel management experience and a strong service mindset.