Guest Experience Manager

Azul Hospitality•Koloa, HI

2d•$65,000 - $75,000•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.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Considerable knowledge of complex mathematical calculations and computer accounting programs.
Budgetary analysis capabilities required.
Proficient in POS system
Proficient in Excel and Microsoft Office
Extensive knowledge of the hotel, its services and facilities.
Must be detail oriented with outstanding organizational and communication skills.
Must possess basic computational ability.
Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
Ability to analyze, forecast data, and makes judgments to ensure proper payroll and production control.
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.
Must be able to have and maintain First Aid/CPR certification.
High school or equivalent education 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.
Maintain a neat and professional appearance.
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

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 day’s 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.
Assist with any guest inquiry.
Enforce hotel safety standards.
Any other duties as assigned by the General Manager.