Guest Experience Manager (Activities Manager)

Azul Hospitality•Koloa, HI

8d•$65,000 - $75,000•Onsite

About The Position

The Guest Experience Manager manages front desk, reservations, concierge, transportation services, and event coordination to provide a positive guest experience before and throughout guests’ stays while maximizing room revenue and occupancy. The role addresses guest complaints, ensures customer-service training for employees, and collaborates with marketing and management on outreach initiatives. The manager oversees department operations, staff hiring and training, performance processes, service standards, guest requests, and budget goals for departmental sub-revenue categories. The position may also provide Manager on Duty coverage and perform other duties assigned by management. This is a full-time management position at Koloa Landing Autograph Collection in Koloa, Hawaii. The stated salary range is $65,000–$75,000 per year. The position is exempt from overtime provisions, and schedules may vary with hotel business needs. The work is primarily indoors in a temperature-controlled hotel environment, with a combination of desk work, standing, and walking. The position requires front desk operations experience and three to five years of management experience. A high school education or equivalent is required; a bachelor’s degree and/or equivalent level of education is also referenced. A valid driver’s license must be maintained if operation of motorized or electric vehicles is required by the position.

Requirements

High school education or equivalent.
Front desk operations experience.
Three to five years of management experience.
Strong verbal and written communication skills.
Excellent leadership capability and customer relations skills.
Detail orientation and strong organizational skills.
Ability to speak, read, write, and understand the primary language used in the workplace.
Basic computer skills and basic computational ability.
Ability to handle internal and external customer interactions with patience, tact, and diplomacy, collect accurate information, and resolve conflicts.
Knowledge of the basic functions of Windows OS, MS Office, PMS, and POS.
Ability to work independently and self-drive tasks.
Strong issue-resolution and analytical skills with attention to detail.
Ability to maintain a neat, professional appearance and comply with grooming and uniform standards.
Ability to provide and maintain a valid driver’s license if the position requires operating motorized or electric vehicles.
Ability to perform the essential functions with or without reasonable accommodation, including the physical demands described in the posting.
Regular attendance and availability to work varying schedules based on hotel business needs.

Nice To Haves

Bachelor’s degree and/or equivalent level of education.
Knowledge of loyalty programs, brand standards, and hospitality industry systems.

Responsibilities

Manage front desk, reservations, concierge, transportation services, and event coordination.
Promote a positive guest experience before and throughout guests’ stays while maximizing room occupancy and revenue.
Address guest complaints and resolve issues proactively, courteously, and professionally.
Ensure employees receive new-hire and ongoing customer-service training.
Establish upselling techniques to promote hotel services and facilities and increase revenue.
Manage budget goals for departmental sub-revenue categories.
Ensure efficient guest registration, checkout, and telephone service.
Ensure staff follow established policies and procedures and provide timely, courteous, and professional service.
Hire new staff and prepare Staff Member Transaction Forms, performance appraisals, and other appropriate staff-service forms.
Review expected occupancy and check VIPs and special requests for the current day.
Provide Manager on Duty shift coverage as needed.
Attend mandatory hotel meetings and training sessions.
Follow hotel, company, safety, and security policies and procedures.
Report maintenance problems, safety hazards, accidents, or injuries.
Safeguard confidential information.
Assist with guest inquiries and perform other duties as requested by managers and supervisors.