Guest Experience Manager - Koloa Landing

Azul Hospitality•Koloa, HI

8d•$65,000 - $75,000•Onsite

About The Position

The Guest Experience Manager plays a crucial role in managing the operations of the front desk, reservations, concierge, and transportation services. This role involves coordinating events and ensuring a positive guest experience before and during their stay, while also maximizing room revenue and occupancy. Key responsibilities include addressing guest complaints, ensuring employee training in customer service, and collaborating with marketing and management on outreach initiatives.

Requirements

High school or equivalent education required.
Front desk operations experience required.
Three to five years of management experience required.
Ability to provide and maintain a valid driver’s license as the position may require the operation of motorized and electric vehicles.
Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
Must have excellent leadership capability and customer relations skills.
Must be detail oriented with outstanding organizational and communication skills.
Must be able to speak, read, write, and understand the primary language used in the workplace.
Must have excellent customer relations skills.
Must be detail oriented with outstanding organizational and communication skills.
Must possess basic computer skills.
Must possess basic computational ability.
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.
Knowledgeable about basic function of Windows OS, MS Office, PMS, and POS.
Self-driven and able to work independently.
Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.

Nice To Haves

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

Responsibilities

Display a professional and approachable demeanor consistently.
Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
Demonstrate active listening skills in addressing concerns raised by individuals.
Prioritize tasks and manage department functions efficiently to meet deadlines.
Interact with guests and employees in a courteous and attentive manner.
Attend all mandatory hotel meetings and training sessions.
Provide coverage as needed for Manager on Duty shifts.
Establish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Follow hotel policies and procedures to ensure a safe and productive environment.
Proactively identify and resolve issues to enhance productivity.
Responsible for budget goals regarding the sub revenue categories within the department.
Responsible for new-hire and on-going training.
Ensure efficient guest registration, check-out and telephone service.
Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
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 day’s expected occupancy and check all VIP, special requests.
Handle problems effectively by anticipating, identifying, and solving issues.
Analyze information from various sources to achieve desired outcomes.
Safeguard the confidentiality of sensitive information.
All other duties assigned by managers and supervisors.
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.