Guest Services Manager

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

Company Description

Located on the sun-drenched Kohala Coast, on sacred land marked by royal fishponds, natural lava plains, lush tropical gardens, and alluring beaches, Mauna Lani – meaning “mountain reaching heaven” – is an inspiring spiritual haven, defining a new era of experiential luxury on the Island of Hawaii. A resort for the generations, with contemporary guest rooms, suites, and private residences, CanoeHouse oceanfront dining, three distinct pools, a signature spa and wellness haven, and Kainalu Ocean Sports program, set the tone for transformational experiences and enriching cultural immersion.

For more information: auberge.com/mauna-lani

Follow Mauna Lani on Facebook and Instagram @MaunaLaniAuberge

Job Description

The base annual salary range for this position is $80k - $90k.

This key role is instrumental in setting the tone for our guests and our team members to ensure the delivery of an exceptional guest experience.

• Will oversee, mentor and lead front office team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.
• Align with the Director of Rooms and other 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.

Qualifications

• Fluency in English (speaking, reading, writing, and comprehension)
• Proficiency in Microsoft Windows applications and property management systems (Opera & ALICE Suite preferred)
• Valid US Driver's License with a clean record for the past two years
• Minimum 2 years of leadership experience in Guest Service, Front of House, or related discipline
• High school diploma or equivalent required; Bachelor's Degree preferred
• Must be legally authorized to work in the United States

Additional Information

Auberge Collection is a portfolio of extraordinary hotels, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit auberge.com to learn more about our Collection. Follow us on Instagram, TikTok, LinkedIn, Facebook, and Pinterest: @Auberge and #AlwaysAuberge.

DHL Mahi Staffing, LLC is an Equal Opportunity Employer, M/F/D/V. DHL Mahi Staffing, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, DHL Mahi Staffing, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.