Guest Experience Manager

Job Details
Level: Management

Job Location:

Koloa Landing Autograph Collection - Koloa, HI 96756
Position Type:
Full Time
Salary Range: $65,000.00 - $75,000.00 Salary/year
Job Shift: Any

Responsible for overseeing the daily operations of the Activities Hut including the signature pool slide, poolside cabanas and cultural/activity calendar. Ensure that all services meet resort standards for maximum guest satisfaction. Act as the main contact for guests and other resort departments.

• Build and maintain inventory of retail products for sale on property as well as items for guest rental responding to seasonal demands to ensure the currency of items offered
• Create processes for maintaining equipment, staff procedures and slide usage procedures
• Create and manage damage waivers for equipment
• Work with vendors to create experiences for guests on site i.e. scuba, paddle board lessons, rentals, etc)
• Responsible for budget goals regarding the sub revenue categories within the department
• Ensure efficient guest service. Observe Activities/Cabana staff and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification is established and all transactions are handled correctly.
• Direct and train staff. Responsible for new-hire and on-going training. Direct and assist Activities/Cabana staff and in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Responsible for the hiring process of new staff members, the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current day’s expected occupancy and check all VIP, special requests and cabana reservations to ensure that they properly anticipated and prepared for the day.
• Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
• Oversee sales and operations of Activities/Cabana areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Responsible for development and execution of on-site experience programming including keiki (children's) programs, cultural enrichment programs, rainy day activities, special events and holiday programs, etc.
• Be familiar with, follow and enforce all company policies and benefits.

• Most work tasks are both inside and outside. A job is considered “both” if the activities occur inside or outside in approximately equal amount. Protection from weather conditions but not necessarily from temperature changes.
• Stands/walks approximately 90%. Sits at desk approximately 10%. Bends, stoops, reaches, and lifts to perform routine job tasks. Occasionally exerting 20 to 50 lbs of force.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, fax machines, photocopiers, carts and other office equipment as needed.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 50 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed

• Assist with any guest inquiry.
• Enforce hotel safety…