Guest Experience Manager - Koloa Landing
$65,000–$75,000 year
On-siteKoloa, Hawaii, United States
Job Summary
Manage front desk, reservations, concierge, and transportation services to ensure a positive guest experience while maximizing room revenue and occupancy. Address guest complaints, conduct employee training, and collaborate on outreach initiatives to meet budget goals for sub-revenue categories. Prioritize tasks, handle VIP and special requests, and resolve issues proactively to maintain productivity. Provide coverage for Manager on Duty shifts and oversee the hiring process, including performance appraisals and transaction forms. Work primarily inside with moderate environmental conditions, requiring up to four hours of sitting and mobility between functions.
Required Qualifications
- High school or equivalent education
- Bachelor's degree and/or equivalent level of education
- Front desk operations experience
- Three to five years of management experience
- Valid driver's license
- Ability to speak, read, write, and understand the primary language used in the workplace
- Ability to sit at a desk for up to four (4) hours per day
- Ability to stand and exert well-paced mobility for up to four (4) hours
- Ability to lift up to 45 lbs.
- Ability to push and pull carts and equipment weighing up to 250 lbs.
- Grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability
- Visual acuity including near and color vision and depth perception
- Ability to bend, stoop, squat and stretch
- Finger dexterity to operate office equipment
- Ability to pick, pinch, type and carry out substantial movements of wrists and hands
- Regular attendance
- Ability to work varying schedules
- Possess strong verbal and written communication skills
- Excellent leadership capability and customer relations skills
- Detail oriented with outstanding organizational and communication skills
- Must be able to maintain a neat and professional appearance
- Excellent customer relations skills
- Basic computer skills
- Basic computational ability
- Ability to effectively deal with internal and external customers
- Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail
Desired Qualifications
- Knowledgeable of loyalty programs, brand standards and hospitality industry systems
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