Guest Experience Manager (Salary

Prince Waikiki:
Guest Experience Manager (Salary)

Prince Waikiki, 100 Holomoana Street, Honolulu, Hawaii, United States of America

Posted Friday, August 7, 2026 at 4:00 PM

Aloha and Welcome! Thank you for your interest in employment opportunities with Prince Waikiki on Oahu.
We are confident that our salary and benefits package will be attractive. In addition to competitive industry salaries,ambassador recognition programs, training, and career opportunities, we offer the following benefits: medical,drug, vision, and dental care, life insurance, paid vacation and sick leave, 401K,Health Reimbursement, discounted parking, dining and golf discounts, and more.
AtPrince Waikiki,we're creating a hospitality company whose future is unlimited and whose values reflect the dedication and passion of our employees.
Our success is measured by the quality of the relationships we build with one another, our guests, and our strategic partners.
By seeking ways to add value to every encounter, we set ourselves apart from others and instill a sense of pride that is uniquely Prince. We invite you to share this journey with us.

Band 3

PW Executive Office Guest Experience Manager

Primary Responsibilities: The Guest Experience Manager is responsible for enhancing the overall guest journey, protecting and elevating the hotel’s reputation, and creating memorable experiences that drive guest satisfaction, loyalty, and incremental revenue through guest experience events. This role oversees all aspects of guest sentiment, including online reputation management, guest loyalty programs, service recovery initiatives, and guest engagement strategies. The Guest Experience Manager collaborates directly with Front Office, Marketing, and other operational teams to develop guest activations, personalized experiences, and communication initiatives that align with Prince Waikiki brand standards.

With a primary focus on continuous service elevation, innovative guest experiences, proactive engagement, and clear communication, this role ensures exceptional experiences that strengthen the hotel’s reputation and support long-term guest loyalty.

• Guest Service and Reputation -
  • Maintain a daily focus on guest reputation through guest reviews and service recovery efforts, both in-stay and post-stay.
  • Provide upscale guest service experiences for clients throughout their stay.
  • Ensure experiences and activations are incorporated during arrival and departure experiences and oversee the execution of guest activations.
  • Oversee VIP arrivals and surprise-and-delight initiatives.
  • Ensure accurate and timely guest communication when necessary.
  • Review and respond to all public-channel and internal guest reviews.
  • Resolve guest concerns promptly and professionally, ensuring service recovery exceeds expectations.
  • Partner with operational departments to deliver seamless, personalized, and memorable experiences.
  • Develop and implement guest recognition programs for ambassadors.
  • Manage hotel service and reputation progress across assigned channels.
  • Utilize guest loyalty program data and return-guest metrics to elevate the guest experience.
• Coordinate and manage communication regarding guest issues between staff and department leaders and follow up to ensure guest concerns are resolved in a timely manner.
• Support Front Office in covering hotel operations as needed.
• Guest Experience Events -
  • Design, create, and manage curated guest experiences that differentiate the hotel within its market competitive set, in collaboration with participating departments.
  • Continue to elevate and enhance existing guest experiences to increase attendance, improve guest satisfaction, and potentially drive ancillary revenue.
  • Track the performance and ROI of guest experience initiatives.
  • Utilize guest profile information and PMS data to better serve incoming guests.
  • Maintain awareness of luxury travel trends and guest preferences to introduce innovative experiences.