Guest Experience Manager
Core
Manage guest communications, lobby flow, and loyalty engagement to deliver personalized hospitality experiences and resolve conflicts.
Role type
Guest Experience Manager (Hospitality Operations)
Builds
Guest stay experiences, loyalty programs, and property service standards
Domain
Hospitality / Hotel Operations
Deliverable
product features
Required skills
Conflict resolution, CRM management, guest service leadership, project implementation, policy administration, revenue growth strategies
Preferred skills
Hawaiian cultural knowledge, ʻŌlelo Hawaiʻi language proficiency, cultural program coordination
Technologies
Microsoft Office (Word, Excel, Outlook, PowerPoint), Customer Relationship Management (CRM) systems
Responsibilities
Develop goals and plans to prioritize work; handle complaints and resolve disputes; manage guest enhancement services and special requests; process VIP and loyalty member requests; oversee CRM data and personal guest contact; maintain property policies; drive room revenue through loyalty engagement.
Seniority
Mid-level, hands-on IC