Guest Service Agent

Guest Services

Mauna Lani - Auberge

Location: Hawaii Island / Waikoloa

Initial Employment: Contract with strong potential for permanent hire

We are working with a premier luxury resort on Hawaii Island that is looking to add two experienced Guest Services leaders to its team. These positions will initially join the resort on a temporary basis, with the opportunity to transition into permanent Guest Services Manager positions.

This is a highly visible, guest facing leadership role responsible for helping manage the arrival and departure experience at the resort. The ideal candidate will have strong hospitality experience, leadership ability, and a genuine passion for creating an exceptional guest experience.

Responsibilities:

Oversee daily guest services and front drive operations, including Bell, Valet, and Hotel Driver services

Maintain a strong presence with guests and ensure smooth arrivals and departures

Personally assist VIPs, returning guests, and guests requiring special attention

Lead, coach, and support Guest Services team members

Handle guest concerns and service recovery situations professionally

Coordinate transportation logistics and special guest requests

Review upcoming arrivals and help anticipate guest needs

Work closely with Front Office, Concierge, Housekeeping, Security, Engineering, and other resort departments

Support scheduling, training, staffing, and general department operations

Ensure luxury service, safety, and presentation standards are consistently maintained

Qualifications:

At least 2 years of experience in Guest Services, Front Office, Front of House, or a related hospitality environment

Previous leadership or supervisory experience

Strong guest service and communication skills

Comfortable working in a fast paced, highly visible luxury hospitality environment

Experience with Opera or ALICE is preferred

Valid US driver's license and ability to safely operate and park various vehicle types

Luxury hotel or resort experience is strongly preferred

This is a great opportunity for someone who wants to join one of Hawaii Island's premier luxury hospitality environments and potentially grow into a permanent leadership position.