Resort Front Office & Guest Experience Manager

Mauna Kea Resort; Waimea/Kamuela (HI); On-site; USD 85,000 - 120,000; Full time

Job summary

Mauna Kea Resort in Hawaii seeks a Front Office Guest Services Manager to lead Beach, Front Office and Housekeeping guest experience, aligning daily operations with SOPs and resort standards. You will develop relationships with guests, residential guests and club members, train staff, coach team members on MOD shifts, and manage scheduling and payroll in collaboration with department heads.

This role requires strong communication, problem solving, and the ability to work long hours in a dynamic,

Qualifications

• 4 year college or equivalent in related work experience
• 6 years related work experience
• 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
• Must be pleasant, friendly and smiling.

Responsibilities

• Responsible for ensuring guest satisfaction in all areas of the resort with special emphasis on Beach, Front Office and Housekeeping operations.
• Develop and maintain relationships with hotel guests, residential guests and club members to enhance the Mauna Kea guest experience.
• Ensure all areas operate according to established SOPs with focus on guest experience.
• Interface and coordinate operations with all hotel departments to serve our guests and members.
• Assist in training and coaching of employees to ensure they follow your lead and do the same in your absence.
• Promote the hotel, facilities and services.
• Conduct daily coaching and walkthroughs to ensure team members deliver high levels of guest service.

Job description

Mauna Kea Resort in Hawaii seeks a Front Office Guest Services Manager to lead Beach, Front Office and Housekeeping guest experience, aligning daily operations with SOPs and resort standards. You will develop relationships with guests, residential guests and club members, train staff, coach team members on MOD shifts, and manage scheduling and payroll in collaboration with department heads.

This role requires strong communication, problem solving, and the ability to work long hours in a dynamic,