Guest Relations Assistant Manager

About the location:

Oceanfrontsplendourin perfect harmony with nature. Surrounded by white-sand beaches and black-lava landscapes, Four Seasons Resort Hualalai is perfectly situated for all kinds of island adventures. The spirit of Hawaii, from its long-held traditions to its inspired art, informs every detail of our idyllic retreat.

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 areshowcased, 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 RELATIONS ASSISTANT MANAGER

The Guest Relations Assistant Manager supervises and ensures an excellent quality of welcome service, a personalizedexperience and an excellent level of connection with our elite guests (Elite and HRG), from the time of booking, during the stay and right through to departure. The Guest Relations Assistant Managerremains a privileged contact throughout the year, keeping a close relationship with our elite and HRG guests so they feel the luxury and aloha spirit even when they are not checked in.

The Guest Relations Assistant Manager responds to a wide variety of requests by accurately assessing customer needs and requests, then adding recommendations and personal touches to achieve maximum customer satisfaction while adhering to all Four Seasons policies. 

WHAT YOU’LL DO

• Play an active role in a new guest recognition, pre-arrival and on-site stay programfor all hotel guests – including updating the resort to elite guest movements during morning Ops meetings, track all requests/notes throughout their stay and update preferences in Golden

• Manage and oversee the day-to-day running of all aspects of the guest relations program, including pre-arrival reach outs, inspecting guest rooms to ensure preferences are met, write welcome cards, assist with check-in and check-out especially during high volume periods, provide an orientation of the resort (especially for those new to property), keep daily contact with elite guests to ensure their comfort,  assist with and resolve glitches related to elite guests, maintain personal contact at all points during their stay

• Update Elite guest status (preferences, special arrangements, past complaints and other VIP guests) at morning meeting and daily briefing 

• Ensure a synchronized service between departments (Reception, Housekeeping, Laundry, Concierge, Bellmen/Doormen, Room Service, etc.) for the smooth processing of arrivals, guest luggage, deliveries, activities, dining, special requests and departures. 

• Run Elite arrival report 3 days in advance and communicate with GM, DOR, ADOR and FOM and update the resort daily on elite guests during the morning meetings

• Willingness to carry out other tasks or projects assigned by hotel management 

WHAT TO BRING

• Be comfortable in a fast-paced environment, providing outstanding service to our internal, external customers and our suppliers, have a good resistance to stress and manage it positively and effectively

• Attention to detail and ability to multitask in a dynamic environment and be organized, meticulous and resourceful, demonstratecreativity and initiative to exceed the needs and desires of our elite and HRG guests

• Flexible schedule with available evenings, holidays and weekends    

• Minimum 3 years of experience in a management (operational) position in a luxury property 

• College degree preferred 

JOIN OUR ‘OHANA & ENJOY OUR AMAZING BENEFITS:

• Salary Range: $64,000 - $68,000

• 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

The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.

We look forward to receiving your application! 

The management level for this position is:

Operations - Assistant Department Head

The transferring employee will be responsible for obtaining or will currently hold proper work authorization for the country in which the position is located.