RS Guest Services Manager (Salary)

Division:  Management & Non-Union (MAN010)

Band 3

RS Guest Service Manager

Aloha & Welcome to Something Exceptional

At Mauna Kea Resort, exceptional service begins with meaningful connections. Every interaction creates an opportunity to share the spirit of Aloha and deliver memorable experiences for our guests, owners, and residents. As part of our iconic collection of resorts, we are committed to providing personalized hospitality, seamless service, and genuine care that reflects the unique character and values of Hawaiʻi. Based on the responsibilities outlined below, this role serves as a key leader in delivering a high-quality residential guest experience.

We are seeking an RS Guest Service Manager who is passionate about hospitality, relationship-building, and operational excellence. This role is ideal for a service-driven leader who thrives in a dynamic environment, enjoys mentoring and developing employees, and is committed to creating exceptional experiences for guests and owners while maintaining the highest standards of professionalism and accountability.

Our culture is built on collaboration, respect, and continuous improvement. We empower our leaders to take initiative, resolve challenges proactively, and foster a positive, solutions-oriented environment where both employees and guests feel valued. Here, your leadership will help shape daily operations, strengthen guest and owner relationships, and contribute to the continued success of Mauna Kea Residences.

As a Hawaii Business Magazine “Best Places to Work” recipient for five consecutive years, we are committed to investing in our people through competitive pay, comprehensive benefits, career development opportunities, recognition programs, and outstanding travel perks through Marriott and Seibu Prince Hotels & Resorts Worldwide.

If you are ready to lead with Aloha, inspire a high-performing team, and create exceptional experiences for guests and owners alike, we invite you to join us.

Position Overview and Responsibilities:

As RS Guest Service Manager, you will be responsible for overseeing Residential Front Desk operations and ensuring an exceptional guest and owner experience. You will provide leadership and support to the Residential Guest Services team while maintaining service excellence, operational efficiency, safety standards, and strong interdepartmental collaboration. This role requires the ability to balance hands-on guest service with administrative, staffing, and operational responsibilities, while fostering a welcoming, responsive, and professional environment for guests, owners, residents, and team members.

Guest Services Management:

1. Work Front Desk shifts as part of the team and maintain a visible leadership presence.
2. Create, maintain and implement Standard Operating Procedures and service standards for Residential Guest Services.
3. Train new and existing employees to residential front office standards and provide regular coaching.
4. Owner/Guest Recovery - Investigate, document and resolve guest and owner concerns promptly and professionally.
5. Front Desk Presence - Ensure a positive first and last impression for guests, owners and clients.
6. Ensure Front Desk areas and equipment are maintained for appearance, functionality, organization and safety. Recommend improvements.

Staff Management:

1. Supervise, train, coach, evaluate, counsel and discipline Front Desk employees as appropriate. Maintain Owner and Guest Services procedures, standards and scripts.
2. Participate in recruiting, hiring and onboarding Front Desk employees and maintain required HR documentation.
3. Conduct regular staff meetings, shift communication and employee coaching.
4. Manage schedules, staffing, employee hours and overtime within service and budget expectations.
5. Manage uniform standards, inventory and ordering.
6. Ensure staff participation in required training and compliance with safety, security and OSHA requirements.

Administration:

1. Manage departmental master keys and access controls through KeyWatcher in accordance with security procedures.
2. Oversee effective use of Track Property Management System and established system procedures.
3. Oversee effective use of OPERA Property Management System for guest and front office functions.
4. Oversee departmental use of Canary and guest communication workflows.
5. Oversee and develop departmental use of additional applications and service request workflows as needed.
6. Manage departmental, guest and owner boxes, packages, deliveries and mail securely and accurately.
7. Recommend and support new systems, tools and process improvements as needed.

Budget:

1. Operate the department within approved budget guidelines while supporting service and staffing needs.
2. Assist with annual operating and CIP budgets, forecasting, occupancy, staffing and departmental expenses.

Communication:

1. Maintain regular communication with Property Management, Housekeeping, Maintenance, Owner Services, Accounting, Security and other Resort departments.
2. Attend management, operational and property meetings as assigned.
3. Maintain current departmental communication tools and operational notices.
4. MOD Program - Coordinate with Property Managers and residential leadership to ensure coverage and effective handoffs.
5. Ensure daily residential guest lists, MOD reports and required operational communications are distributed accurately and on time.
6. Ensure special guest and owner requests are documented, communicated and followed through to completion.
7. Communicate housekeeping, maintenance, security and other issues promptly and follow up on items affecting the guest or owner experience.

Other Duties:

1. Perform additional duties and special projects as requested and/or assigned.
2. Because of fluctuating operational demands, employees may assist other team members or departments as needed.
3. Employees may perform tasks not specifically addressed above, including support for Housekeeping, Maintenance, Property Management and other Residential departments.

Responsibilities:

1. Promote a cooperative, accountable and solutions-oriented work environment. Conduct all business professionally and courteously.

Working Conditions:

1. Normal office and front desk conditions with regular guest, owner, employee and vendor interaction.
2. Work may include outdoor or open areas in varying Resort weather conditions.

Work Hours:

1. Must work hours established by Residential leadership based on operational needs, including weekends and holidays as required.
2. Must be able to work in excess of 50 hours per week when required.

Equipment Use:

1. Proficient in computers and the Resort's word processing, spreadsheet, email, property management and guest service software.
2. Ability to use telephones, mobile devices and guest service communication tools.
3. Ability to use standard office equipment including printers, scanners and photocopiers.

Mental and Physical Demands:

1. Ability to prioritize and manage multiple responsibilities, deadlines and changing operational needs.
2. Ability to sit at a desk or workstation for administrative duties.
3. Ability to handle guest and owner situations requiring patience, tact, discretion and diplomacy.
4. Ability to stand and walk for extended periods to assist guests, inspect operations and attend meetings.
5. Ability to lift, push, pull and carry occasionally up to 100 lbs., with assistance or equipment when required.

Communication Demands:

1. Must communicate clearly and professionally, verbally and in writing, with employees, managers, guests, owners and vendors.
2. Must be able to compose professional emails, letters, reports, memos and procedures.
3. Ability to communicate effectively by telephone and other platforms; excellent service etiquette required.

Minimum Qualification Requirements:

1. Minimum 3 years of related hospitality, front office, guest services or residential operations experience; supervisory experience preferred.
2. Valid driver's license required.
3. Must be personable, professional, approachable and committed to a polished guest and owner experience.
4. Must demonstrate strong organization, judgment, follow-through, problem-solving and multi-tasking skills.