Resort Assistant Manager

About the role

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.

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 the follow-up that occurs with disappointed guests.
• Updates and reviews guest history.
• Ensures future arrival lists are reviewed and that needs are met prior to arrival.
• Enters all “glitches” and information obtained regarding guest preferences into the guest profile in Opera.
• Ensures that guest services and proper accommodations are provided according to standards.
• Executes excellent email, departmental and pre-shift communications.
• Trains and develops front office and uniform services associates on the front drive.
• Maintains standard training manuals.
• Conducts regular department meetings with each respective area in the front office.
• Completes thorough and timely performance evaluations.

Qualifications

• Must be able to speak, read, write and understand English.
• Computer literacy in Microsoft Windows applications required.
• Working knowledge of Property Management system Opera & ALICE Suite are assets.
• Must have a Valid US Driver's License with no violations within the last two years.
• Ability to drive and park all vehicle types.
• At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required.
• First Aid certification an asset.

Skills

• Influential communication skills (verbal and written)
• Keen eye for detail
• Robust computer skills
• Adaptable to business demands
• Creative
• Natural ability to problem‑solve

Pay

The base salary range for this position is $70K - $75K.