Guest Experience Manager

Azul Hospitality • Koloa, HI

3d • Onsite

About The Position

Responsible for overseeing the daily operations of the Activities Hut including the signature pool slide, poolside cabanas and cultural/activity calendar. Ensure that all services meet resort standards for maximum guest satisfaction. Act as the main contact for guests and other resort departments.

Requirements

• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Considerable knowledge of complex mathematical calculations and computer accounting programs.
• Budgetary analysis capabilities required.
• Must possess intermediate computer skills.
• Must possess basic computational abilities.
• Proficient in POS system
• Proficient in Excel and Microsoft Office
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Self-driven and able to work independently.
• One year of management experience required.
• Must be able to have and maintain First Aid/CPR certification.

Nice To Haves

• Experience in retail management preferred.
• Hospitality experience preferred.
• Bachelors Degree preferred.

Responsibilities

• Build and maintain inventory of retail products for sale on property as well as items for guest rental responding to seasonal demands to ensure the currency of items offered
• Create processes for maintaining equipment, staff procedures and slide usage procedures
• Create and manage damage waivers for equipment
• Work with vendors to create experiences for guests on site i.e. scuba, paddle board lessons, rentals, etc)
• Responsible for budget goals regarding the sub revenue categories within the department
• Ensure efficient guest service.
• Observe Activities/Cabana staff and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification is established, and all transactions are handled correctly.
• Direct and train staff. Responsible for new-hire and on-going training.
• Direct and assist Activities/Cabana staff and in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Responsible for the hiring process of new staff members, the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current days expected occupancy and check all VIP, special requests, and cabana reservations to ensure that they properly anticipated and prepared for the day.
• Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
• Oversee sales and operations of Activities/Cabana areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Responsible for development and execution of on-site experience programming including keiki (children's) programs, cultural enrichment programs, rainy day activities, special events and holiday programs, etc.
• Be familiar with, follow and enforce all company policies and benefits.
• Recognizes repeat guests and is familiar with corporate accounts.
• Maintains pool area cleanliness, set-up, and organization.
• Maintains common area activity areas and equipment.
• All other duties assigned by manager or supervisor.
• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect Supervisors.

Benefits

• Staff Members are not covered by the overtime provisions and do not receive overtime pay.
• Staff Members are paid a fixed salary that is intended to cover all of the compensation to which they are entitled.
• Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position.
• Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment.
• Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities.
• Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel.
• In addition, attendance at all scheduled training sessions and meetings is required.

What This Job Offers

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