Guest Experience Manager at Mantra Ala Moana in Honolulu, Hawaii

Job Description:

Position Description

Position Details

Position Title

Guest Experience Manager

Department

Front Office

Reports To

Director of Front Office

POSITION PURPOSE

Responsible for ensuring a personalized and memorable experiences consistently delivered and ensures that the highest levels of hospitality and service are provided. Manage all communications intended to enhance guest stay prior to 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. Handles the tracking of service issues. Assists the Front Office Management Team in administering front office functions and supervising front of the house employees on a daily basis. (Front office areas include Bell/Valet, PBX and Front Desk). Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

ESSENTIAL FUNCTIONS

Leading Guest Services Teams

• Encourage and build mutual trust, respect, and cooperation among team members

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations

• Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.

• Develops specific goals and plans to prioritize, organize, and accomplish your 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

• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a leader in displaying outstanding hospitality skills.

• Observes service behaviors or employees and provides feedback to individual.

• Implement and maintain the customer recognition/service program, communicating and ensure the process is being followed

• Ensure property policies are administered fairly and consistently.

ALL Members & VIP Responsibilities

• 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

• 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.

• 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.

JOB QUALIFICATIONS

Education:

• High School Graduate


• A bachelor's degree in related field or equivalent experience

Experience:

• At least two (2) years of experience in the guest services, front desk, or related professional area


• The ability to work accurately and independently

JOB KNOWLEDGE

• 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


• Knowledge of Microsoft Office tools


• Excellent leadership, organizational, communication and interpersonal skills


• Must maintain professionalism, demonstrate sound judgement and good decision making skills

GENERIC

• Ensure that all information is kept confidential, unless otherwise advised.


• Ensure that all Occupational Health and Safety requirements for the company are met within your department. Report any workplace hazards as you see them and support the company in its endeavor to provide a safe workplace.


• Represent the company in a positive manner expounding the values, ethics and pride at all times.

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

Recruitment information and inquiries: Zachariah Rivera - Talent and Culture Manager, Human Resources at 808-944-4390 or zachariah.rivera@alamoanahotel.com.