Assistant Concierge Manager

Auberge Resorts • Waimea, HI

25d • $70,000 - $80,000

About The Position

Become one of the authors of our story. As part of the Mauna Lani and Auberge family, you will immediately become part of an active community dedicated to enriching people's lives. This role will curate unique and customized experiences for all of our guests to truly create memorable experiences at Mauna Lani. Assist in managing, training, and developing Concierge Teams, including Pre-Arrival, In-House, and Club Concierge. Coordinate with all departments to ensure personalized and exceptional guest service, addressing complaints and concerns promptly. Support the Concierge Manager & Guest Experience Manager in maintaining complete guest satisfaction. Develop and implement standard operating procedures (SOPs) to ensure consistent service quality and accountability. Manage administrative tasks, including payroll records, scheduling, and interdepartmental communications. Hire, train, coach, and develop team members while adhering to departmental policies and safety standards. Demonstrate proficiency in computer skills, including Microsoft applications and property management systems (e.g., Opera, ALICE Suite). Balance administrative, operational, and team needs while maintaining a high level of professionalism and adaptability. Occasional physical tasks including lifting up to 50 lbs, with frequent standing and walking throughout shifts.

Requirements

• Fluency in English (speaking, reading, writing, and comprehension)
• Minimum 2 years of leadership experience in guest service, front of house, or related field
• High school diploma or equivalent required
• Must be legally authorized to work in the United States

Nice To Haves

• Bachelor's degree preferred
• First Aid certification desirable

Responsibilities

• Assist in managing, training, and developing Concierge Teams, including Pre-Arrival, In-House, and Club Concierge.
• Coordinate with all departments to ensure personalized and exceptional guest service, addressing complaints and concerns promptly.
• Support the Concierge Manager & Guest Experience Manager in maintaining complete guest satisfaction.
• Develop and implement standard operating procedures (SOPs) to ensure consistent service quality and accountability.
• Manage administrative tasks, including payroll records, scheduling, and interdepartmental communications.
• Hire, train, coach, and develop team members while adhering to departmental policies and safety standards.
• Demonstrate proficiency in computer skills, including Microsoft applications and property management systems (e.g., Opera, ALICE Suite).
• Balance administrative, operational, and team needs while maintaining a high level of professionalism and adaptability.
• Occasional physical tasks including lifting up to 50 lbs, with frequent standing and walking throughout shifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees