Guest Experience Manager - Kona Village

Job Summary

Reporting to the Director of Rooms, the Guest Experiences Manager/Chief Butler supervises the Guest Relations Manager and the Guest Experience Team, ensuring courteous and efficient service adhering to Kona Village's policies. This role leads a team that anticipates guest preferences and delivers suite services proactively and discreetly.

• Direct supervision of the Guest Relations Manager and Guest Experience Agents, scheduling rosters and coordinating assignments to Hale and Ohana suites.
• Assist with training the guest relations and guest experience teams.
• Receive guests professionally and exceed expectations from arrival through departure.
• Act as point of contact for guests during their stay, responding to arrangements or requests and meeting guests personally when possible.
• Identify and anticipate guest needs to provide personalized service.
• Liaise with Front Office, Guest Relations, Concierge, Housekeeping, and other departments for all guest requests, including in-room dining, restaurants, laundry, spa bookings, special occasions, and excursions.
• Maintain up-to-date knowledge of the Hale/Ohana in-room facilities, services, and technology.
• Follow all departmental policies, service procedures and standards.
• Update guest profiles in Opera and communicate feedback through Know Cross.
• Respond promptly and acknowledge all guests, regardless of time of day.
• Drive the Guest Service Index score by increasing guest interaction.
• Inspect service quality and ensure compliance with standards.
• Resolve guest complaints timely, ensuring all standards are met.
• Inspect staff grooming and attire; rectify deficiencies.
• Comply with company policies and budgetary limits.
• Develop and update policies and manuals for the division, ensuring consistency across the group.
• Participate in recruitment and talent development for the division.
• Act as a brand ambassador, upholding brand integrity and company values.

• Diploma in Hotel Management and/or Butler Accreditation or equivalent education and experience.
• Minimum five-year experience in a similar role.
• Proficiency with IT systems:
  Opera, Alice, Know Cross, and Microsoft Office Suite.
• Experience in a 5-star or ultra-luxury hotel environment.
• Culturally sensitive and able to work with a multicultural team.
• Island-resort experience preferred.
• Strong leadership and customer-service skills with attention to detail, speed, and accuracy.
• Ability to prioritize, organize, and follow up; clear thinker; calm under pressure; good judgment.
• Confidentiality of guest information and hotel data.
• Technical knowledge of yield management and cost controls.
• Ability to train staff, provide performance feedback, and manage staff corrections.
• Fluency in English; additional language skills preferred.
• Physical ability to transport up to 50 pounds and perform required movements.
• Clean driving record required.

$81,000 annually.