Guest Experience Manager

• Compensation: USD 67,500 - USD 75,000 - yearly

About Us:

Welcome to the Ala Moana Hotel by Mantra, where island living meets world-class hospitality. As one of Honolulu's most iconic landmarks and Oahu's premier condo-hotel, we sit at the heart of the city, surrounded by the energy and beauty that make Hawaii truly one of a kind.

Spanning two towers and home to 1,176 beautifully appointed rooms, our guests wake up to breathtaking views of the Pacific Ocean, Diamond Head, and the glittering Honolulu skyline. And in 2025, we took it a step further. Following an extensive renovation, every room now features a fresh, island-inspired design paired with modern furnishings that capture the very essence of Hawaii's vibrant culture and contemporary elegance.

But what truly sets us apart is our people. To our community, we have always been more than just a hotel. We are the Kama`aina hotel of choice, a place deeply rooted in the spirit of aloha, where both guests and team members feel genuinely at home.

If you are passionate about hospitality, proud of where you come from, and ready to be part of something exciting, we would love to have you on our team. This is more than a job. This is a place to grow, to belong, and to thrive.

Accor is one of the world's leading hospitality groups, spanning 45+ brands, 5,800 hotels, and 10,000+ restaurants and lifestyle destinations across the globe. When you join Accor, you are not just joining a company, you are joining a movement.

Your personality is valued, your growth knows no boundaries, and every action you take creates a meaningful impact on our guests, your colleagues, and our planet. Accor is pioneering the art of responsible hospitality and we want you to be part of that journey.

As a Heartist, you are encouraged to let your heart guide you. Our mission is human and essential, to bring cultures together, open windows on the world, and deliver unforgettable experiences every single day.

About the Role:

The Guest Experience Manager is responsible for ensuring personalized and memorable experiences are consistently delivered and ensures that the highest levels of hospitality and service are provided. Manage all communications intended to enhance guest stay prior to a guest’s arrival as well as experiences while on property including guest enhancement services. Manages the flow of questions and directs guests within the lobby.

Serves as the hotel’s ALL Loyalty Champion, actively promoting loyalty engagement, strengthening relations with ALL members, and ensuring members receive meaningful recognition throughout their stay.

What You’ll Do:

Maintaining Goals

• Develops specific goals and plans to prioritize, organize, and accomplish their work.
• Handles complaints, settling disputes, and resolving grievance and conflicts, or otherwise negotiating with others.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention
• Serves as a leader in displaying outstanding hospitality skills.
• Observes service behaviors or employees and provides feedback to the appropriate leader.
• Manage and coordinate guest enhancement services, amenities, special requests, celebrations, and other opportunities to exceed guests’ expectations.

Managing Projects and Policies

• Implement and maintain the customer recognition/service program, communicating and ensure the process is being followed.
• Ensure property policies are administered fairly and consistently.

ALL Members & VIP Responsibilities

• Process all…