MK Front Office Hotel Assistant Manager (Salary)

Mauna Kea Beach Hotel; Waimea/Kamuela (HI); On-site; USD 70,000 - 90,000; Full time

Job summary

Mauna Kea Beach Hotel in Hawaii seeks a Hotel Assistant Manager to lead the Front Office operations, including Front Desk, Concierge, Lobby, and Bell Services, ensuring guest satisfaction and operational excellence. This hands-on role supports the Front Office Manager in staff development and maintaining service standards while balancing guest relations and efficiency.

The ideal candidate is a service-focused leader with experience in hospitality, capable of managing schedules, labor costs, and

Qualifications

• Three years or more work related experience.
• Health Department TB clearance if required to serve beverage.
• Skills to effectively supervise and manage the department and meet goals.
• Ability to investigate and resolve complaints promptly.
• Complete training to respond to emergencies, CPR/First Aid, First Responder, preferred.
• Driver’s License, preferred.

Responsibilities

• Oversee the daily operations of Front Desk, Concierge, Lobby, and Bell Services to ensure guest satisfaction and service standards.
• Assist the Front Office Manager in managing departmental operations, staffing, scheduling, and labor controls.
• Respond to guest concerns and emergencies, and ensure safety procedures are followed.
• Manage payroll, labor costs, and department operating expenses.
• Supervise, train, evaluate, counsel and discipline department staff.
• Generate reports and maintain clear communication between departments.

Skills

Leadership

Team development

Customer service

Problem solving

Communication

Job description

Division: Front Office (FRN006)

Band 3

Hotel Assistant Manager

At Mauna Kea Resort, every guest interaction creates an opportunity to deliver memorable experiences and share the spirit of Aloha. As the first and last point of contact for many of our guests, the Front Office team plays a critical role in creating welcoming arrivals, seamless stays, and lasting impressions. Through personalized service, operational excellence, and genuine hospitality, we strive to exceed guest expectations at every touchpoint.

We are seeking a Hotel Assistant Manager who is a service‑focused leader with a passion for hospitality and team development. This role is ideal for an individual who thrives in a fast‑paced environment, enjoys solving problems, leading teams, and ensuring exceptional guest experiences while maintaining operational efficiency. The Hotel Assistant Manager serves as a key leader within the Front Office operation and plays an important role in supporting team members, resolving guest concerns, and maintaining the highest standards of service.

Our culture is built on collaboration, accountability, and continuous improvement. We empower our leaders to think proactively, respond confidently to challenges, and foster an environment where guests feel valued and employees are supported. Here, your leadership will help create memorable guest experiences while contributing to the success and reputation of one of Hawaiʻi's most iconic resort destinations.

As a Hawaii Business Magazine "Best Places to Work" recipient for five consecutive years, we are committed to investing in our people through competitive pay, comprehensive benefits, career development opportunities, recognition programs, and outstanding travel perks through Marriott and Seibu Prince Hotels & Resorts Worldwide.

Position Overview and Responsibilities:

As Hotel Assistant Manager, you will oversee the daily operations of the Front Desk, Concierge, Lobby, and Bell Services areas to ensure the highest levels of guest satisfaction and operational excellence. You will assist the Front Office Manager in managing departmental operations, employee development, scheduling, labor controls, and service standards while providing leadership and support to the Front Office team.

This role requires a hands‑on leader who can effectively balance guest relations, team management, and operational responsibilities. You will respond to guest concerns, manage emergency situations, ensure compliance with resort policies and procedures, and maintain seamless communication between departments to deliver exceptional service experiences. Success in this position requires sound decision‑making skills, strong leadership abilities, and a commitment to creating a welcoming, safe, and memorable environment for guests, visitors, and team members alike.

Essential Job Functions:

1. Oversee the daily operations to ensure that quality and service standards are followed.
2. Investigate, document and respond to guest complaints in a timely manner.
3. Respond to emergency on the resort premises following established procedures.
4. Manage the department following company policies, procedures and terms and conditions of the CBA.
5. Supervise, train, evaluate, counsel and discipline department staff.
6. Oversee schedules, labor cost and department operating expense.
7. Review and verify department payroll.
8. Perform routine property or room inspection ensuring smooth operation throughout the hotel.
9. Ensure special guest requests are communicated to the appropriate department and handled properly.
10. Ensure safety training and standards are maintained and procedures followed.
11. Promote the hotel, facilities and services.
12. Assist in servicing guests as needed.
13. Generate reports.
14. Perform other related duties as assigned or required.

Secondary Job Functions:

1. Conduct regular department meetings.
2. Maintain department bulletin boards.
3. Maintain inventory of supplies and equipment.

WorkingConditions:

1. Works in normal office conditions.
2. Works in open area of the front desk, hotel lobby and bell desk area.

Work Hours:

1. Able to work schedule determined by the Front Office Manager or Assistant.
2. Able to work long and irregular hours.
3. Able to work over 40 hours per week.

Equipment Use:

1. Proficient in the use of a computer and with the applications Word, Excel and other required software to perform essential duties.
2. Telephone and radio.
3. Various office equipment including but not limited to calculators, photocopiers and facsimile machines.
4. Park and retrieve guest vehicles.
5. Drive electric cart to shuttle guests within the property.
6. Automated External Defibrillator.

Mental and Physical Demands:

1. Able to prioritize and organize workload to ensure deadlines are met.
2. Require considerable walking and standing to oversee the front office operation.
3. Respond to emergencies on the resort and be able to remain calm and make sound decisions.
4. Able to work under pressure, manage stressful situations and multi-task.
5. Lift/carry and push/pull guest luggage and golf bags up to or over 50 lbs.

Communication Demands:

1. Must be able to effectively communicate in person, over the phone or in writing, with guests, employees and vendors.
2. Effectively disperse information at meetings or to affected employees and departments.
3. Must be able to train and coach employees, assist in writing manuals, notices and memos.

Minimum Qualification Requirements:

1. Three years or more work related experience.
2. Must be pleasant, smiling and friendly.
3. Health Department TB clearance if required to serve beverage.
4. Skills to effectively supervise and manage the department and meet goals.
5. Ability to investigate and resolve complaints promptly.
6. Complete training to respond to emergencies, CPR/First Aid, First Responder, preferred.
7. Driver’s License, preferred.