Guest Services Manager

Four Seasons; Kailua (HI); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

On-site Physical Therapist

Gym access

Holidays & Paid time off

401K match

Uniforms provided

Free employee meals

Complimentary stays

Training & development

Employee recognition

Job summary

Four Seasons Resort Hualālai seeks a Guest Services Manager to oversee Bell, Door, Concierge and Guest Services teams, delivering personalized luxury experiences on Hawaii's coastline.

You will lead a dynamic team, ensuring seamless arrivals and departures, addressing guest concerns with professionalism, and upholding the highest Four Seasons standards in a fast-paced luxury setting.

Qualifications

• College degree or equivalent work experience required.
• Minimum of two years of hotel management experience, preferably Front Office or Rooms Operations.
• Strong knowledge of Front Desk, Concierge and luxury guest service operations.
• Ability to read, write, and speak English fluently.
• Proficiency with hotel computer systems, reservations platforms, and related technology.

Responsibilities

• Lead, inspire, and develop the Guest Services team to deliver exceptional and personalized guest experiences.
• Oversee Bell, Door, Guest Services Coordinators and Attendants operations.
• Interview, train, coach, schedule, evaluate and support team members.
• Monitor staffing levels and daily operations to ensure service standards.
• Resolve guest concerns with hospitality, professionalism and discretion.
• Respond to guest inquiries regarding services, amenities, events, transport and local information.
• Coordinate arrivals and departures for Special Attention, return guests, groups and Club guests.
• Perform guest check-in and check-out, ensuring Four Seasons standards.
• Use reservation and property management systems to meet guest needs and improve efficiency.
• Act as a leader in safety, security and emergencies when needed.
• Collaborate with Front Office and other departments for smooth handling of luggage and deliveries.

Skills

Hotel management

Front desk operations

Guest service excellence

Communication skills

Problem solving

Team leadership

Attention to detail

Education

College degree or equivalent

Job description

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Oceanfront splendour in perfect harmony with nature. Surrounded by white-sand beaches and black-lava landscapes, Four Seasons Resort Hualalai is perfectly situated for all kinds of island adventures. The spirit of Hawaii, from its long-held traditions to its inspired art, informs every detail of our idyllic retreat.
GUEST SERVICES MANAGER

As the Guest Services Manager, you will oversee all Guest Services operations, including Bell Services, Door Services, Guest Services Coordinators, and Guest Services Attendants. You will lead a dynamic team dedicated to creating memorable guest experiences, ensuring seamless arrivals and departures, resolving guest concerns with professionalism and care, and maintaining the highest standards of Four Seasons service. This highly visible leadership role requires an individual who is passionate about hospitality, excels at team development, and thrives in a fast-paced luxury environment.

What You’ll Do

• 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 and engaged work environment.
• Monitor staffing levels and daily operations to ensure service standards are consistently achieved.
• Resolve guest concerns and manage guest interactions with the highest level of hospitality, professionalism, and discretion.
• Respond accurately and promptly to guest inquiries regarding resort services, amenities, events, transportation, and local information.
• Coordinate guest arrivals and departures, ensuring Special Attention Guests, return guests, groups, curbside arrivals, and Club guests receive personalized attention.
• Perform guest check-in and check-out functions while ensuring all Four Seasons standards are met.
• Utilize reservation and property management systems to support guest needs and operational efficiency.
• Act as a leader during safety, security, and emergency situations when senior management is unavailable.
• Partner closely with Front Office and other departments to ensure smooth handling of guest luggage, deliveries, and special requests.
  

What To Bring

• College degree or equivalent work experience.
• Minimum of two years of hotel management experience, preferably within Front Office or Rooms Operations.
• Strong working knowledge of Front Desk, Concierge, and luxury guest service operations.
• Understanding of hotel operations, guest relations, and service recovery principles.
• Experience leading, coaching, and developing high-performing teams.
• Excellent communication, interpersonal, and organizational skills.
• Strong problem-solving abilities and sound decision-making skills.
• Ability to remain calm, professional, and resourceful in high-pressure situations.
• Proficiency with hotel computer systems, reservations platforms, and related technology.
• Ability to read, write, and speak English fluently.
• Ability to stand and walk for extended periods and occasionally lift, carry, push, or pull items weighing up to 50 pounds.
  

Join Our ‘ohana & Enjoy Our Amazing Benefits

• Salary Range: $75,000 - $90,000
• An on-site Physical Therapist
• 24-hour access to Indoor and Outdoor Gym
• Holiday, Vacation & Sick pay
• Robust Benefit Plan
• Company Match 401K Plan
• Laundered Employee Uniform
• Free employee meals prepared by the Four Seasons Culinary ‘Ohana
• Complimentary stays at Four Seasons Worldwide
• Training and Development Opportunities
• Employee Recognition Programs
  

Learn more about what it is like to work at Four Seasons Resort Hualālai, visit us:
Facebook: https://www.facebook.com/FourSeasonsResortHualalai
Instagram: https://www.instagram.com/fshualalai/
Twitter: https://twitter.com/FSHualalai
We look forward to receiving your application!
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf