Guest Services Manager

JOIN FOUR SEASONS RESORT HUALĀLAI 

Nestled along the legendary Kona-Kohala Coast of Hawai`i Island, Hualālai is a Hawaiian destination practicing traditions that have been passed down from generations before us. Here, the beauty of its natural resources are showcased, tropical and indigenous plants embrace the walkways. The spirit of hospitality is all around you as our people share the true essence of aloha. 

All of the richness of the Hualālai experience comes from the gracious people who work here. They are our treasured “Ambassadors of Aloha” – the embodiment of Hawaiian hospitality- and our greatest Asset. 

GUEST SERVICES MANAGER 

The Four Seasons Resort Hualalai is looking for a Guest Services Manager. Candidates with a passion for excellence, expertise in hospitality operations and proven leadership experience are invited to apply for a career with Four Seasons. As a member of the Guest Services. team, the Guest Services Manager works across disciplines to deliver an exceptional experience. 

WHAT YOU’LL DO 

Perform operational and administrative duties for the Guest Services Team, which include, but not limited to, the following:   

• Supervise, train and motivate Department employees to thoroughly understand all of their duties and responsibilities. 
  
  
• Manages the staff at the Guest Services including door, bell, valet, driver, airport greeter.  Directs all activities to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff.  Conducts Performance Evaluations and disciplines staff when needed. 
  
  
• Reviews and monitors schedules of staff within the department, Guest Services Coordinators, Valet Attendant, Bell Attendant, Resort Drivers and Pueo Attendants. Monitors their activities to ensure that standards are being met, staff is being supported and guest needs are being met. 
  
  
• Resolves customer complaints and handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone. 
  
  
• Coordinates arrival and departure requirements. Ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, Groups, Curb Sides and Club Guests 
  
  
• Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. 
  
  
• Checks in and out guests from their room ensuring that all check-in and check-out standards are met. Assists valet and door attendants in ensuring check-in and check-out standards are met. 
  
  
• Utilizes a variety of computer systems to ensure guests are being checked-in into the appropriate room. 
  
  
• And More! 
  
  

WHAT TO BRING 

• Successful candidate must possess legal work authorization in United States 
  
  
• Ability to accurately read and work with computer systems. 
  
  
• Strong Customer Service skills     
  
  
• Proficient knowledge of Microsoft Word, Excel and 10-key by touch 
  
  

JOIN OUR ‘OHANA & ENJOY OUR AMAZING BENEFITS: 

• An on-site Physical Therapist  
  
  
• 24-hour access to Indoor and Outdoor Gym 
  
  
• Holiday, Vacation & Sick pay 
  
  
• Robust Benefit Plan 
  
  
• Company Match 401K Plan 
  
  
• Laundered Employee Uniform 
  
  
• Free employee meals prepared by the Four Seasons Culinary ‘Ohana 
  
  
• Complimentary stays at Four Seasons Worldwide 
  
  
• Training and Development Opportunities 
  
  
• Employee Recognition Programs 
  
  

Learn more about what it is like to work at Four Seasons Resort Hualālai, visit us:  

Facebook: https://www.facebook.com/FourSeasonsResortHualalai  

Instagram: https://www.instagram.com/fshualalai/  

Twitter: https://twitter.com/FSHualalai  

We look forward to receiving your application!  

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf