Front Desk Reservations Manager

Applicants must currently live on Kauaʻi or have secured housing on Kauaʻi prior to applying.

Front Desk Manager – Vacation Rental Management

Suite Paradise | Poʻipū, Kauaʻi

About Suite Paradise

Suite Paradise is a locally operated, family-owned vacation rental management company serving owners and guests in Poʻipū, Kauaʻi. We manage individually owned vacation rental homes and condominiums and take pride in providing exceptional guest service, genuine island hospitality, and excellent care of the properties entrusted to us.

We are not a traditional hotel. Our Front Desk serves as the communication hub connecting guests, homeowners, reservations, housekeeping, maintenance, security, and management.

We are looking for an experienced, hands-on Front Desk Manager who is a strong leader, problem solver, communicator, and customer-service professional.

Applicants must currently live on Kauaʻi or have secured housing on Kauaʻi prior to applying.

The Position

The Front Desk Manager is responsible for the daily operation and leadership of our Front Desk and Guest Services team and oversees the guest experience from pre-arrival through departure.

This is a hands-on management position. The successful candidate will lead and develop the team while stepping in when needed to resolve guest concerns, assist with reservations, coordinate operational issues, and ensure excellent communication between departments.

Key ResponsibilitiesLeadership & Team Management

• Manage daily Front Desk and Guest Services operations.
• Lead, train, schedule, coach, and develop Front Desk employees.
• Set clear expectations for performance, professionalism, communication, and guest service.
• Monitor staffing based on arrivals, departures, occupancy, and operational needs.
• Conduct department meetings and communicate company priorities and operational changes.
• Recognize strong performance and address performance concerns promptly and consistently.
• Participate in hiring, onboarding, performance reviews, and progressive discipline.
• Create a culture of teamwork, accountability, respect, and exceptional service.

Guest Experience

• Oversee the guest experience from pre-arrival through departure.
• Ensure guests receive friendly, accurate, and timely communication.
• Handle escalated guest concerns and complaints professionally and effectively.
• Empower employees to resolve guest issues while recognizing when management involvement is necessary.
• Monitor guest feedback and reviews to identify opportunities for improvement.
• Serve as the department's Service Champion, leading by example and setting the standard for hospitality.

Vacation Rental Operations

• Coordinate closely with Housekeeping, Maintenance, Reservations, Security, and Management.
• Monitor arrivals, departures, unit readiness, early arrivals, late departures, and other daily priorities.
• Respond to unexpected situations including maintenance issues, housekeeping concerns, lockouts, unit changes, weather events, and guest emergencies.
• Ensure Front Desk employees are knowledgeable about our properties and able to confidently assist guests.
• Maintain accurate documentation of guest concerns, resolutions, compensation, and important property information.
• Identify recurring operational problems and work with management to develop solutions.

Reservations & Financial Performance

Our Front Desk is both a guest-service and revenue-generating department.

• Coach employees to recognize booking and reservation opportunities.
• Ensure the team understands our properties, availability, promotions, and booking procedures.
• Encourage repeat guests to book directly with Suite Paradise.
• Monitor department goals and performance.
• Understand how guest satisfaction, occupancy, direct bookings, and operational expenses affect company performance.
• Use good judgment regarding guest compensation, refunds, discounts, and other controllable expenses.

Policies & Communication

• Ensure Front Desk policies, procedures, and service standards are consistently followed.
• Maintain and improve departmental SOPs.
• Communicate important guest, employee, property, and operational concerns to management promptly.
• Maintain confidentiality regarding guests, homeowners, employees, and company information.
• Encourage collaboration between departments and take ownership of problems until they are resolved.
• Remain calm, professional, and solutions-focused during challenging situations.

What We're Looking For

The ideal candidate will have:

• Management or supervisory experience in hospitality, vacation rentals, resorts, property management, or a similar customer-service environment.
• Strong leadership and employee-management skills.
• Exceptional customer-service and conflict-resolution abilities.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Strong computer skills and the ability to learn vacation rental/property-management software.
• Good judgment and confidence making decisions when immediate action is required.
• A professional, positive, and approachable leadership style.
• Knowledge of Kauaʻi and the Poʻipū area is strongly preferred.

What Success Looks Like

A successful Front Desk Manager does more than make sure the Front Desk is covered.

Our guests feel welcomed and cared for. Problems are resolved quickly. Employees understand what is expected of them and are held accountable. Departments communicate effectively. Opportunities for direct bookings are recognized. Guest feedback is used to improve operations, and recurring problems are addressed rather than simply repeated.

Most importantly, our guests leave Kauaʻi feeling that the service they received from Suite Paradise was an important part of an incredible vacation.

Join the Suite Paradise ʻOhana

We are a family-owned company that believes in treating our guests, homeowners, employees, and business partners with respect. We work hard, support one another, and focus on solutions when challenges arise.

We are looking for a Front Desk Manager who takes ownership of their department, develops their team, cares deeply about the guest experience, and understands that great hospitality comes from people taking care of people.

Applicants must currently reside on Kauaʻi or have secured housing on Kauaʻi prior to applying.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• Customer service: 1 year (Required)

Work Location: In person

Salary : $50,000 - $60,000