Guest Experience Leader - Luxury Resort Front Office

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

Job summary

Mauna Lani, Auberge Collection is seeking a Resort Assistant Manager to oversee front office and services teams, championing exceptional service standards in the lobby and throughout guest interactions.

The candidate will train staff, monitor guest satisfaction, and collaborate with senior management to maintain operational excellence. Strong communication, problem-solving, and computer skills are essential to succeed in this role on Hawaii's Kohala Coast.

Qualifications

• Must be able to speak, read, write and understand English.
• Excellent computer skills; experience with property management systems is a plus.
• At least 2 years of guest service/front-of-house leadership experience.
• First Aid certification is 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 needs are met prior to arrival.

Skills

Guest Service Experience

Leadership

Communication

English Proficiency

Problem Solving

Tools

Opera PMS

ALICE Suite

Job description

Mauna Lani, Auberge Collection is seeking a Resort Assistant Manager to oversee front office and services teams, championing exceptional service standards in the lobby and throughout guest interactions.

The candidate will train staff, monitor guest satisfaction, and collaborate with senior management to maintain operational excellence. Strong communication, problem-solving, and computer skills are essential to succeed in this role on Hawaii's Kohala Coast.