Luxury Front Desk Manager — Guest Experience Lead

Auberge; Waimea/Kamuela (HI); On-site; USD 77,000 - 104,000; Full time

Job summary

Mauna Lani Auberge seeks a motivated Front Desk Manager to oversee daily Front Desk operations, ensuring exceptional guest experiences and adherence to the resort's ENRICH standards.

The role requires strong leadership, 2+ years in luxury Front Office supervision, and proven ability to coordinate with housekeeping, concierge, and F&B to elevate service. This on-site position emphasizes premium guest engagement in a high-end Hawaiian resort community.

Qualifications

• Minimum of two years as Front Office/Concierge or Guest Services Supervisor/Associate in a luxury hotel.
• Bachelor's Degree or Certification in Hospitality Management or related field.
• Previous management experience required, preferably in a luxury setting on a union property.
• Full-time role requiring weekends/holidays and varied schedule.
• Experience with Opera Cloud.

Responsibilities

• Oversee day-to-day Front Desk operations including Guest Service Agents, Rooms Coordinator, and Resort Assistant Managers.
• Manage arrival and departure experiences; handle peak-volume flow and group activity; support service recovery.
• Assist Director of Front Office with performance monitoring using OPERA and ALICE.

Skills

Front Desk Management

Guest Services

Team Leadership

Staff Training

Budgeting & Scheduling

Communication Skills

Education

Bachelor's Degree in Hospitality

Hospitality Management Certification

Tools

Opera Cloud

ALICE

ADP

Birchstreet

Google Suites

Job description

Mauna Lani Auberge seeks a motivated Front Desk Manager to oversee daily Front Desk operations, ensuring exceptional guest experiences and adherence to the resort's ENRICH standards.

The role requires strong leadership, 2+ years in luxury Front Office supervision, and proven ability to coordinate with housekeeping, concierge, and F&B to elevate service. This on-site position emphasizes premium guest engagement in a high-end Hawaiian resort community.