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Hotel Wailea, Relais & Chateaux
Guest Service Manager
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Based on Hawaii data
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What they do
A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
$84,414 / year median in Hawaii
+19% projected growth
Job Description
About Hotel Wailea Recently voted the No. 1 Hotel in Hawaii by Travel + Leisure readers, Hotel Wailea is an independent luxury hotel and proud member of Relais & Châteaux. We pride ourselves on delivering warm, genuine, and attentive service that embodies the spirit of aloha. Guided by the Relais & Châteaux values of character, courtesy, calm, charm, and cuisine, our team creates thoughtful and memorable experiences that celebrate the art of living. Position Overview Hotel Wailea is seeking an energetic and detail-oriented Guest Services Manager to lead our front-of-house operations. This position oversees the Front Desk, Concierge, PBX, Reservations, Bell and Valet services, guest transportation, and Beach Services while ensuring that luxury service standards are consistently practiced throughout every guest's stay. Key Responsibilities Oversee the daily operations of all Guest Services functions, including the Front Desk, Concierge, PBX, Reservations, Bell and Valet services, guest transportation, and Beach Services Maintain a visible presence in guest-facing areas and personally welcome and engage with VIP guests Oversee pre-arrival planning, VIP itineraries and reservations, special requests, customized amenities, and other personalized arrangements Build and maintain guest histories and preference profiles to identify opportunities for personalized service Proactively, creatively, and promptly resolve guest concerns Communicate pertinent guest information to hotel leaders and relevant departments each day Conduct daily walkthroughs to ensure guest-facing areas, departmental spaces, and hotel vehicles meet standards for cleanliness, presentation, and readiness Partner with hotel leadership to curate local guest experiences that align with the Hotel Wailea brand Lead department scheduling and maintain appropriate staffing based on operational needs Train, coach, and develop Guest Services team members, including ongoing luxury service and Bell operations training Monitor the quality and accuracy of Front Desk agents' work and overall service delivery Create, document, and implement Standard Operating Procedures for Guest Services functions Manage Guest Services supplies, VIP in-room amenities, guest activity invoicing, and commissions Continually identify opportunities to improve departmental operations and the overall guest experience Our Ideal Candidate Minimum of two years of hotel management experience in a guest services or front-of-house capacity Strong knowledge of front desk, reservations, concierge, and related guest service operations Luxury hotel or resort experience strongly preferred Polished verbal and written communication skills Strong leadership, coaching, and team-building abilities Excellent organizational skills and attention to detail Ability to remain calm, professional, and solutions-oriented in a fast-paced environment Genuine passion for hospitality and creating highly personalized guest experiences