Guest Experience Manager

Guest

Experience

• Manager

About the Role

The Guest

Experience

• Manager is responsible for ensuring personalized and memorable experiences are consistently delivered and that the highest levels of hospitality and service are provided. Manage all communications intended to enhance guest stay prior to arrival as well as experiences on property including guest enhancement services. Manages the flow of questions and directs guests within the lobby. Serves as the hotel’s ALL Loyalty Champion, actively promoting loyalty engagement, strengthening relations with ALL members, and ensuring members receive meaningful recognition throughout their stay.

What You’ll Do

• Maintaining Goals

• Develops specific goals and plans to prioritize, organize, and accomplish their work.

• Handles complaints, settles disputes, and resolves grievances or conflicts, or negotiates with others.

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

• Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Serves as a leader in displaying outstanding hospitality skills.

• Observes service behaviors of employees and provides feedback to the appropriate leader.

• Manages and coordinates guest enhancement services, amenities, special requests, celebrations, and other opportunities to exceed guests’ expectations.

• Managing Projects and Policies

• Implements and maintains the customer recognition/service program, communicates and ensures the process is being followed.

• Ensures property policies are administered fairly and consistently.

• ALL Members & VIP Responsibilities

• Processes all incoming requests for Return Guests, VIP guests, and others.

• Builds and maintains ALL members, VIP and Return Guest profiles.

• Drives room revenue by increasing ALL members, Return Guest and VIP bookings.

• Oversees customer relationship management system (CRM).

• Accountable for ensuring personal contact occurs with ALL members, VIP and Return Guests in addition to guests who have preferences where expectations need to be communicated during their stay.

• Serves as the hotel’s primary champion for ALL loyalty engagement and member recognition.

• Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, email or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, peers and subordinates on relevant information in a timely manner.

• Maintains high visibility in public areas.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the goals to produce desired results.

Qualifications

What You Bring:

• Bachelor’s degree in related field or equivalent experience.
• Minimum two (2) years of experience in the guest services, front desk, front services or equivalent.
• Ability to work accurately and independently.
• Ability to communicate in writing to provide reports when requested.
• Ability to effectively deal with internal and external customers and employees, some of whom will require a high level of patience, tact, empathy and diplomacy.
• Proficient in Microsoft Office Products (Word, Excel, Outlook, PowerPoint).
• Excellent leadership, organizational, communication and interpersonal skills.
• Must maintain professionalism, demonstrate sound judgment and good decision-making skills.

Preferred Qualifications:

• Knowledge, experience, or connection to Hawaiian culture, history, traditions, and values, with the ability to respectfully share this knowledge with guests and colleagues.

• ʻŌlelo Hawaiʻi: Familiarity with Hawaiian language, pronunciation, place names, greetings, and common Hawaiian terminology; conversational or fluent ability preferred.

• Cultural Program Experience; Experience developing, coordinating, or supporting Hawaiian cultural activities, programs, demonstrations, or guests’ experiences.

• Cultural Activities: Experience assisting with or facilitating activities such as lei making, ʻōlelo Hawaiʻi, hula, Hawaiian music, hoʻokupu, traditional arts, or other cultural programming.

• Additional Information

• Why Join Our Team? At the Ala Moana Hotel by Mantra, we believe that taking care of our guests starts with taking care of our team members. Here is a look at what we offer:

• Health & Wellness: Comprehensive Medical, Dental, Vision, and Drug coverage to keep you and your family healthy, plus access to our Employee Assistance Program (EAP) for mental health and wellness support.

• Time to Recharge: Paid vacation, sick leave, and holidays because we know that rest and balance matter.

• Getting Here: Parking options available and a bus subsidy to help offset your commute costs.

• Dining: Enjoy a complimentary meal during your shift in our Team Member Cafeteria.

• Looking Sharp: Uniforms provided or dry-cleaning allowance so you always feel your best.

• Travel Perks: Exclusive hotel discounts through Accor's global network of properties worldwide.

• Growth & Development: Access to training, development programs, and career growth opportunities because we are invested in your future.

• Community & Culture: Our Heart Committee organizes engagement events, community service initiatives, and wellness activities to keep our team connected, inspired, and thriving.

Salary

$67,500 to $75,000 annually

Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.

Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.