MK Guest Services Manager

Mauna Kea Resorts•Waimea, HI

About The Position

The MK Guest Services Manager is responsible for guest satisfaction throughout the resort, with particular emphasis on Beach, Front Office, and Housekeeping operations. The manager develops relationships with hotel guests, residential guests, and club members to enhance the Mauna Kea guest experience, and ensures assigned areas follow established standard operating procedures. The role coordinates with hotel departments, supports employee training and coaching, and helps department heads manage staffing, payroll, labor, and operating expenses. The position includes guest-facing and administrative duties, including handling requests and complaints, coordinating amenities and activities, promoting resort facilities and services, conducting service walkthroughs, and supervising staff during Manager on Duty shifts. Working conditions include normal office settings and outdoor work in varying weather and ocean conditions, movement around the resort, and escorting guests to rooms. The schedule is set by the Hotel Manager and may involve long, irregular hours exceeding 50 hours per week.

Requirements

Four-year college education or equivalent related work experience.
Six years of related work experience.
Skills to effectively supervise and manage the department and meet goals.
Ability to investigate and resolve complaints promptly.
Ability to prioritize and organize workload to meet deadlines.
Ability to manage stressful and challenging situations.
Effective communication with guests, employees, and vendors in person, by phone, and in writing.
Ability to share information at meetings and with affected employees and departments.
Ability to train employees and assist in writing manuals, notices, and memos.
Ability to stand and walk during most of a shift, bend, reach, and lift and carry up to 50 pounds to assist with luggage, and sit at a desk for administrative duties.
Proficiency with computers and the resort’s word-processing, spreadsheet, and other required software.
Ability to work the schedule set by the Hotel Manager, including long and irregular hours and more than 50 hours in a week.
Must be pleasant, friendly, and smiling.

Nice To Haves

Complete training to respond to emergencies, CPR/First Aid, and First Responder training.
Driver’s license.

Responsibilities

Ensure guest satisfaction throughout the resort, particularly in Beach, Front Office, and Housekeeping operations.
Develop and maintain relationships with hotel guests, residential guests, and club members.
Ensure assigned areas operate according to established standard operating procedures, with a focus on the guest experience.
Coordinate operations with hotel departments to better serve guests and members.
Help develop departmental policies and standard operating procedures.
Coordinate amenities and activities across departments to enhance the guest experience.
Handle guest requests and complaints promptly and ensure special requests are communicated to the appropriate department.
Maintain safety training and standards and ensure procedures are followed.
Promote the hotel, its facilities, and services.
Conduct daily coaching and walkthroughs to ensure team members provide high levels of guest service.
Train, supervise, evaluate, counsel, and discipline department staff as appropriate during Manager on Duty shifts.
Support department heads with scheduling and management of labor and operating expenses.
Review, approve, and verify department staffing and payroll.
Attend regular department and resort management meetings.
Help maintain department communication boards and inventories of supplies and equipment.
Perform other related duties as assigned or required.