Resort Front Office & Guest Experience Leader

Auberge Collection; Waimea/Kamuela (HI); On-site; USD 70,000 - 75,000; Full time

Job summary

Auberge Resorts Collection seeks a Resort Assistant Manager to oversee front office/services teams at Mauna Lani on the Island of Hawaii. You will champion exceptional service standards, train staff, and lead the team to achieve 100% guest satisfaction in a dynamic, luxury resort environment.

The ideal candidate is adaptable, creative, and a clear communicator with strong problem-solving skills, robust computer abilities, and experience in guest services and leadership.

Qualifications

• Must be able to speak, read, write and understand English.
• Proficient with Microsoft Windows applications.
• Working knowledge of Opera and ALICE Suite is an asset.
• Valid US Driver's License with no violations in the last two years.
• Ability to drive and park all vehicle types.
• At least 2 years of Guest Service/Front of House or related leadership experience.

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 follow-up with disappointed guests.
• Updates and reviews guest history and future arrival lists.
• Enters all glitches and guest preferences into the Opera guest profile.
• Ensures proper accommodations per standards.
• Executes email, department and pre-shift communications.
• Trains and develops front office and uniform services staff; conducts meetings and performance evaluations.

Skills

Guest service

Communication

Leadership

Problem solving

Tools

Opera

ALICE Suite

Microsoft Windows

Job description

Auberge Resorts Collection seeks a Resort Assistant Manager to oversee front office/services teams at Mauna Lani on the Island of Hawaii. You will champion exceptional service standards, train staff, and lead the team to achieve 100% guest satisfaction in a dynamic, luxury resort environment.

The ideal candidate is adaptable, creative, and a clear communicator with strong problem-solving skills, robust computer abilities, and experience in guest services and leadership.