Guest Experience Manager - Kona Village

Guest Experience Manager/Chief Butler

We believe that life is made of many journeys:
Inspiration, Wonderment, Curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. Kona Village a Rosewood Resort currently seeks a Guest Experience Manager/Chief Butler who is a well-rounded and seasoned individual to be part of our iconic Resort.

Reporting to the Director of Rooms, the Guest Experiences Manager/Chief Butler is responsible for supervising the Guest Relations Manager, and Guest Experience Team. They will be required to conduct the duties in a courteous, safe, and efficient manner, in accordance with Kona Village, a Rosewood Resort's policies and procedures, ensuring that a high level of service is maintained. The Guest Experience Team will learn the personal preferences of the guests and ensure that the suite services are delivered in a proactive, discreet, timely, thoughtful, and unobtrusive manner.

The Guest Experience Manager will provide leadership to the team, ensuring the property and the services provided are of a high standard and in line with the resort's standards and budgets.

Essential Duties and Responsibilities – (Key Activities)

• Direct supervision of the Guest Relations Manager, and Guest Experience Agents, scheduling the roster and coordinating agents' assignments to Hale and Ohana Suites.
• Assist with training the guest relations and guest experience teams to fulfil the responsibilities
• Receive guests in a professional and friendly manner, exceeding guest expectations from arrival through to departure
• Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest. To meet all guests personally during the stay, where possible.
• Identify and anticipate guest needs and ensure a personalized service is provided
• Liaise with the Front Office, Guest Relations, Concierge, Housekeeping and any other relevant department or team to fulfill all requests or guest recommendations, including. in room dining, restaurants, laundry, spa bookings, special occasions, outside excursions.
• Maintain up to date knowledge of the Hale / Ohana in-room facilities, services, and technology
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Update guest profiles in Opera and ensure feedback is communicated through Know Cross.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• To increase guest interaction and to drive the Guest Service Index score of the property.
• To regularly inspect the quality of service provided by all guest experience agents, and to ensure that all services are delivered according to standard.
• To take appropriate action to resolve all guests' complaints in a timely manner ensuring all standards are met.
• Inspect grooming and attire of staff; rectify any deficiencies.

Other Standard Responsibilities

· Complies to the company policies.
· Works within all pre-set budgetary limits.
· Takes on other tasks in addition of the ones stated, in a reasonable framework.
· Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
· Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.
· Is a "brand ambassador" at all times and ensures brand integrity and clarity are always maintained.
· Models the company's culture, vision, mission and core values at all times.

Others

· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Experience /

Required Skills:

· Diploma in Hotel Management and/ or Butler Accreditation or an equivalent combination of education and work-related experience.
· Minimum five-year experience in a similar role / capacity.
· Proficiency with IT systems including Opera, Alice, Know Cross, and Microsoft Office Suite
·…