Guest Experience Manager

Mauna Lani

Waimea/Kamuela (HI)

On-site

USD 80,000 - 90,000

Full time

4 days ago

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Job summary

Mauna Lani in Hawaii is seeking a dynamic Front Office Leader to set the tone for guest experience across pre-arrival to check-out. You will mentor the front office team and coordinate with hotel leadership to deliver outstanding service.

You will leverage Opera and ALICE Suite to streamline communications, train colleagues, and drive consistency. A strong focus on guest satisfaction and departmental financial performance is essential.

Qualifications

Fluency in English required.
Proficiency in Windows and property management systems (Opera & ALICE Suite preferred).
Valid US driver's license with clean record.
Minimum 2 years of leadership experience in Guest Service or related discipline.
High school diploma or equivalent; Bachelor's degree preferred.

Responsibilities

Oversee, mentor, and lead front office team through all guest journey stages.
Align with Director of Rooms and guest services leaders to maximize hotel operations.
Utilize tools to execute timely, thoughtful, and personalized communications and teach and train team members to do the same.
Foster an environment that ensures consistency and a high level of guest satisfaction.
Strive to improve guest and team member satisfaction and maximize the financial performance of the department.