Assistant Guest Services Manager

Welcome to Hotel Wailea, Hawaiʻi’s only Relais & Châteaux property and its sole adults-only luxury hotel. Situated 300 feet above the sea with sweeping views of three Hawaiian islands, this lush, tropical enclave was voted #1 hotel in Hawaiʻi by Travel + Leisure readers in the 2022 and 2023 World’s Best Awards. 72 individually designed suites are set among 15 acres of Zen-inspired landscaped grounds, with tropical gardens, cascading waterfalls and winding pathways.

The culinary journey at Hotel Wailea features The Birdcage Japanese Grill, showcasing spectacular sunsets, and The Restaurant, offering thoughtfully sourced local ingredients and the islands’ most awarded wine program. At Hotel Wailea, every detail contributes to a sense of intimate island escape, with expertly-crafted, personalized guest programs that embody adventure, romance, and laid-back beach luxury.

Job Description

The ideal candidate will have 3+ years’ experience in the luxury hospitality industry and be creative, positive, and focused on the guest experience. Strong administrative skills. 

As the Assistant Guest Services Manager, you will assist the Director of Guest Services in managing all aspects of the Guest Services operations. Your role will focus on enhancing guest satisfaction, streamlining operations, and ensuring the smooth running of the front office. You will also play a critical role in maintaining the high standards of service that our guests expect.

Qualifications

· Assist in managing the guest services operations to ensure the highest level of service.

· Oversee and support front desk staff/concierge, bell/valet, night audit

· Train and mentor front office employees, ensuring that all hotel standards and procedures are fully understood and implemented.

· Manage guest check-ins and check-outs, reservations, and provide guests with information about hotel services and amenities.

· Address and resolve guest complaints in a timely and efficient manner.

· Assist in managing budgets, controlling expenses, and analyzing financial information.

· Create curated experiences that only is exclusive to Hotel Wailea guests

· Coordinate with other departments to ensure that all guest needs are met.

· Ensure compliance with health and safety regulations.

· Support the Director of Guest Services in administrative tasks as needed; such as payroll, invoicing, and vendor pricing updates

Additional Information

All your information will be kept confidential according to EEO guidelines.