Front Office / Guest Experience Manager

Job description

We are seeking an entrepreneurial Guest Experience Manager looking for a ground floor opportunity to build the leading independent boutique hotel in Waikiki. The ownership plans to build a portfolio of lifestyle hotels known for its design aesthetics, and love aloha.

The Property is one of 17 hotels located on the famous Kalakaua Avenue. Adjacent to King Kalakaua Park, surrounded by Fort DeRussy, Luxury Row, Trump International Hotel and the Ritz Carlton. The Hotel is comprised of 192 rooms and enjoys beautiful, unobstructed panoramic views; being next to two parks, many of our rooms have unobstructed ocean, city, and mountain views.

We are currently the #4 ranked hotel on TripAdvisor on Oahu & are ranked #1 for value. We pride ourselves on being the #1 hotel for Love Aloha & are looking to create a team that has what it takes to operate the best hotel in Waikiki.

Our goals are less inward focused (not pretentious) and more outwardly focused on our guest experience. Our hotels will be known for its design tied to the elements of our nature – wood, water, plants and flowers; and the spirit of love and aloha, and through accentuating the local culture. We strive to be an advocate of our guests’ busy lifestyle by offering comfortable accommodations with the finest in dining, entertainment and service to the in-the-know travelers.

Summary: The Guest Experience Manager will be a dynamic and hardworking leader who has the leadership and listening skills to lead the hotel in achieving the #1 hotel known for Love Aloha. Primary responsibility is to lead, manage the day-to-day operations of the Guest Experience Department, which includes Front Desk, Bell and Valet, as well as assist the GM/Director of Operations in developing and maintaining operating procedures involving all areas of the Guest Experiences Services.

Prerequisites:

· Minimum three to five years supervisory or managerial experience.

· Previous experience in a 4 to 5-star boutique or lifestyle hotel desired.

· Must have cheerful and positive attitude.

· Results and operations oriented.

· Strong computer skills, including PMS (Opera or other) and Microsoft Office (including Excel, Outlook, & Word).

Essential Functions:

· To direct and supervise all activities within hotel to ensure a memorable & 5-star guest experience is achieved.

· Create processes for the Guest Experience department to be successful & reporting to provide feedback allowing for constant improvement on those processes.

· Lead to demonstrate and perpetuate the “Love and Aloha” of Hotel LaCroix, so that it may be imprinted into our guests’ and team members.

· Strong advocate for positive TripAdvisor reviews (and other review channels) and preventing negative reviews.

· Foster customer loyalty through high-quality interactions at each step; from check-in until the guest departs from the property.

· Foster an environment where employees know they are valued, ensuring they are treated fairly and with respect. Build a culture of open communication, spend time with employees on the frontlines, and be available for them (“open door policy”).

· Develop and implement programs for the Guest Experience department to improve guest experience.

· Serve as both a change leader and change facilitator, championing the need for reinvention to stay relevant. Constantly ideate the innovative, encouraging others to experiment and take calculated risks to improve outcomes.

· Always handle any complaint with tact and diplomacy, creating positive outcomes for guests & the hotel.

· To act on all emergency situations appropriately ensuring law, order and safety are maintained.

· Use technology and maximize all avaliable systems to enhance the guest experience and improve department efficiencies.

Qualifications:

· Bachelor's degree required.

· Hospitality management, business or similar field required.

Work Environment: As both a back office and a front-of-house position, the Guest Experience Manager will be required to work equally as adeptly from a desk as well as standing at the front desk.

Benefits: We are proud to offer the following benefits to our Full-Time employees:

· HMAA Medical, Dental, Drug, Vision

· 401k after one year of service

· Employee parking

· Friends and Family discount

· Employee discount

Job Type: Full-time

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Honolulu, HI 96815: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• Hotel management: 2 years (Required)
• Hospitality: 5 years (Preferred)

Work Location: One location