Guest Experience Manager - Luxury Resort, Hawaii

Mauna Lani, Auberge Collection; Waimea/Kamuela (HI); On-site; USD 80,000 - 90,000; Full time

Job summary

Mauna Lani, Auberge Collection is seeking a Front Office Leader to mentor the front desk team from pre-arrival to check-out, ensuring exceptional guest experiences on Hawaii's Kohala coast.

You will work closely with the Director of Rooms and guest services leaders to optimize operations, deliver personalized communications, and train staff to uphold service standards that drive guest satisfaction and financial performance.

Qualifications

• Fluent in English with strong communication skills.
• Minimum 2 years leadership experience in Guest Service or related area.
• Driver's license with clean record for past two years.
• Experience with Opera PM systems is preferred.
• ALICE Suite familiarity is a plus.

Responsibilities

• Oversee, mentor, and lead front office team through the guest journey from pre-arrival to check-out.
• Align with Director of Rooms and guest services leaders to maximize hotel operations.
• Utilize tools to execute timely and personalized communications and train team members to do the same.
• Foster an environment ensuring consistency and high guest satisfaction.
• Aim to improve guest and team satisfaction and maximize department financial performance.

Skills

English fluency

Leadership experience

Driver's license

Opera PMS

ALICE Suite

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Opera PMS

ALICE Suite

Job description

Mauna Lani, Auberge Collection is seeking a Front Office Leader to mentor the front desk team from pre-arrival to check-out, ensuring exceptional guest experiences on Hawaii's Kohala coast.

You will work closely with the Director of Rooms and guest services leaders to optimize operations, deliver personalized communications, and train staff to uphold service standards that drive guest satisfaction and financial performance.