MK Residences Guest Services 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.

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.

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

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

• Manage departmental master keys and access controls through Key Watcher in accordance with security procedures.
• Oversee effective use of Track Property Management System and established system procedures.
• Oversee effective use of OPERA Property Management System for guest and front office functions.
• Oversee departmental use…