Pre-Arrival Concierge

About the role

The Pre-Arrival Concierge joins the Mauna Lani resort team to craft personalized guest experiences before they step onto the property. You will act as the first point of contact, ensuring every request is captured and every itinerary is perfectly aligned with the guest’s expectations.

Key responsibilities

• Send welcome emails, make introductory phone calls, and manage communication through designated guest portals.
• Maintain a detailed log of all guest requests and update itineraries promptly.
• Provide accurate information on daily activities, on‑site amenities, and island attractions.
• Handle guest complaints and concerns swiftly, ensuring follow‑up and resolution.
• Update guest profiles with preferences and coordinate with Concierge, Valet, Front Desk, Reservations, and Bellman teams.
• Maintain relationships with preferred vendors and keep all concierge materials current.

Required profile

• Fluent in English (spoken, written, and reading).
• At least two years of experience in front‑office, concierge, or related hospitality roles.
• High school diploma or equivalent; higher education is a plus.
• Strong organizational skills and ability to adapt to changing business demands.

Required skills

• Computer literacy with Microsoft Windows applications.
• Working knowledge of Opera Property Management System.
• Familiarity with ALICE Suite.

What we offer

• Competitive hourly wage ranging from $26.20 to $28.14.
• Opportunity to work in a luxury resort environment on the beautiful Kohala Coast.
• Engaging team culture focused on delivering transformational guest experiences.