Assistant Concierge Manager

Mauna Lani•Waimea, HI

2d•$75,000•Onsite

About The Position

The Assistant Concierge Manager is responsible for supporting the Concierge Manager and Guest Experience Manager to ensure complete guest satisfaction. This role involves managing, training, and developing Concierge Teams, including Pre-Arrival, In-House Concierge, and Club Concierge. The position requires working with guests before and during their stay to ensure personalized and exceptional service, coordinating with all departments to meet and exceed guest needs, and addressing guest complaints and concerns promptly. The role also includes maintaining accurate payroll records, developing processes and SOPs for consistent service and accountability, and hiring, training, coaching, and developing colleagues. Creating weekly schedules and adjusting them based on business demands is also a key responsibility. The ideal candidate must be proficient in computer skills, have prior hotel management experience, and adhere to all departmental policies, standards, and safety procedures. Excellent communication skills, organizational excellence, and adaptability are essential.

Requirements

Must be able to speak, read, write and understand English.
Computer literacy in Microsoft Window applications required.
At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required.
High school or equivalent education required.
Must have the ability to balance administrative, operational, and colleague needs.
Previous customer service related experience required.
Must have strong interpersonal and problem solving skills.
Must be highly responsible and take ownership, while remaining professional at all times.
Must be able to work cohesively with fellow colleagues as part of a team.
All Candidates must be legally authorized to work in the United States.

Nice To Haves

Working knowledge of Property Management system Opera & ALICE Suite are assets.
Bachelor’s Degree preferred.
First Aid certification an asset.

Responsibilities

Management, training, and development of Concierge Teams (Pre-Arrival, In House Concierge, Club Concierge).
Assisting guests before and during their stay to ensure personalized and exceptional service.
Coordinating between departments to ensure guest needs are met and exceeded.
Supporting the Concierge Manager & Guest Experience Manager to ensure complete guest satisfaction.
Addressing guest complaints and concerns quickly.
Maintaining accurate payroll records.
Developing processes and SOPs for consistent service and accountability.
Hiring, training, coaching, and developing colleagues within the department.
Creating weekly schedules and adjusting them according to business demands.
Executing excellent email, departmental, and pre-shift communications.
Displaying organizational excellence and adaptability to business demands.
Other duties as assigned.