Guest Experience Manager – Resort Front Office

Auberge; Waimea/Kamuela, Northern (HI, KY); Hybrid; USD 70,000 - 75,000; Full time

Job summary

Auberge Resorts Collection seeks a Resort Assistant Manager at Mauna Lani to oversee front office and guest services, champion service excellence, and train staff. You will maintain lobby presence, greet guests, and drive 100% guest satisfaction through proactive problem solving and strong communication.

The role requires English fluency, computer literacy, Opera/ALICE knowledge, and a minimum of two years in guest services with leadership experience. A driver’s license is essential.

Qualifications

• Must be able to speak, read, write and understand English.
• Computer literacy in Microsoft Window applications required.
• Working knowledge of 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

Influential communication

Robust computer skills

English language

Driver's license

Tools

Opera

ALICE Suite

Job description

Auberge Resorts Collection seeks a Resort Assistant Manager at Mauna Lani to oversee front office and guest services, champion service excellence, and train staff. You will maintain lobby presence, greet guests, and drive 100% guest satisfaction through proactive problem solving and strong communication.

The role requires English fluency, computer literacy, Opera/ALICE knowledge, and a minimum of two years in guest services with leadership experience. A driver’s license is essential.