Guest Experience Manager

AccorHotel • Honolulu, HI

22h • $67,500 - $75,000 • Onsite

About The Position

The Guest Experience Manager is responsible for ensuring personalized and memorable experiences are consistently delivered and ensures that the highest levels of hospitality and service are provided. Manage all communications intended to enhance guest stay prior to a guest’s arrival as well as experiences while on property including guest enhancement services. Manages the flow of questions and directs guests within the lobby. Serves as the hotel’s ALL Loyalty Champion, actively promoting loyalty engagement, strengthening relations with ALL members, and ensuring members receive meaningful recognition throughout their stay.

Requirements

• Bachelor’s degree in related field or equivalent experience
• Minimum two (2) years of experience in the guest services, front desk, front services or equivalent
• The ability to work accurately and independently
• Ability to communicate in writing to provide reports when requested
• Ability to effectively deal with internal and external customers and employees, some of whom will require a high level of patience, tact, empathy and diplomacy
• Proficient in Microsoft Office Products (i.e., Word, Excel, Outlook, PowerPoint)
• Excellent leadership, organizational, communication and interpersonal skills
• Must maintain professionalism, demonstrate sound judgement and good decision-making skills

Nice To Haves

• Knowledge, experience, or connection to Hawaiian culture, history, traditions, and values, with the ability to respectfully share this knowledge with guests and colleagues.
• ʻŌlelo Hawaiʻi: Familiarity with Hawaiian language, pronunciation, place names, greetings, and common Hawaiian terminology; conversational or fluent ability preferred.
• Cultural Program Experience; Experience developing, coordinating, or supporting Hawaiian cultural activities, programs, demonstrations, or guests’ experiences.
• Cultural Activities: Experience assisting with or facilitating activities such as lei making, ʻōlelo Hawaiʻi, hula, Hawaiian music, hoʻokupu, traditional arts, or other cultural programming

Responsibilities

• Develops specific goals and plans to prioritize, organize, and accomplish their work.
• Handles complaints, settling disputes, and resolving grievance and conflicts, or otherwise negotiating with others.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Provides services that are above and beyond for customer satisfaction and retention
• Serves as a leader in displaying outstanding hospitality skills.
• Observes service behaviors or employees and provides feedback to the appropriate leader.
• Manage and coordinate guest enhancement services, amenities, special requests, celebrations, and other opportunities to exceed guests’ expectations.
• Implement and maintain the customer recognition/service program, communicating and ensure the process is being followed.
• Ensure property policies are administered fairly and consistently.
• Process all incoming requests for Return Guests, VIP guests, and others.
• Build and maintain ALL members, VIP and Return Guest profiles.
• Drive room revenue by increasing ALL members, Return Guest and VIP bookings
• Oversee customer relationship management system (CRM)
• Accountable for ensuring personal contact occurs with ALL members, VIP and Return Guests in addition to guests who have preferences where expectations need to be communicated during their stay.
• Serves as the hotel’s primary champion for ALL loyalty engagement and member recognition.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email or in person
• Analyze information and evaluating results to choose the best solution and solve problems.
• Inform and/or update the executives, the peers and subordinates on relevant information in a timely manner.
• Maintain high visibility in public areas
• Participate in departmental meetings and continually communicate a clear and consistent message regarding the goals to produce desired results.

Benefits

• Comprehensive Medical, Dental, Vision, and Drug coverage
• Employee Assistance Program (EAP) for mental health and wellness support
• Paid vacation
• Sick leave
• Holidays
• Parking options available
• Bus subsidy
• Complimentary meal during your shift in our Team Member Cafeteria
• Uniforms provided or dry-cleaning allowance
• Exclusive hotel discounts through Accor's global network of properties worldwide
• Access to training, development programs, and career growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level