Guest Experience Manager

Marriott • Wailea, HI

3d • $80,000 - $104,000 • Onsite

About The Position

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Requirements

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Oversees all property operations, ensuring the highest levels of hospitality and service.
• Acts as the Manager on Duty and represents property management in resolving guest-related situations.
• Manages lobby flow, directing guests and handling inquiries.
• Serves as Guest Relations Manager, tracking service issues.
• Leads and influences guest services teams, fostering trust, respect, and cooperation.
• Supervises and manages employees, understanding all positions to cover in absences.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles guest complaints, disputes, grievances, and conflicts.
• Maintains strong inter-departmental relationships to support property operations.
• Intervenes in guest/employee situations to maintain property integrity and guest satisfaction.
• Ensures regular communication with employees regarding business objectives and expectations.
• Assists in financial management by comprehending budgets, operating statements, and payroll reports.
• Provides services that exceed customer expectations for satisfaction and retention.
• Improves service by communicating guest needs and providing guidance and coaching to employees.
• Manages day-to-day operations, ensuring quality standards and meeting customer expectations.
• Sets a positive example for guest relations and hospitality skills.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service and observes/provides feedback on service behaviors.
• Strives to improve service performance and provides immediate assistance to guests.
• Ensures employees understand customer service expectations.
• Participates in developing and implementing corrective action plans for guest satisfaction.
• Implements the customer recognition/service program.
• Ensures property policies and disciplinary procedures are administered fairly and consistently.
• Manages payroll administration.
• Identifies developmental needs of others and provides coaching and mentoring.
• Provides guidance and direction to subordinates, setting and monitoring performance standards.
• Participates in employee progressive discipline procedures.
• Utilizes on-the-job training tools for employees.
• Solicits employee feedback and addresses employee concerns.
• Supervises training initiatives and conducts training.
• Participates in the employee performance appraisal process.
• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to solve problems.
• Informs executives, peers, and subordinates of relevant information.
• Maintains high visibility in public areas during peak times.
• Understands and implements all emergency plans.
• Performs Front Desk duties during high demand periods.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED