Guest Experience Manager

Description

The beautiful and ultra-luxury Ka La’i Waikiki Beach, LXR Hotels & Resorts newest addition, is seeking a Guest Experience Manager.

Ka La'i Waikiki Beach spans 38 stories with residential-style suites, designed for comfort and convenience, including fully-equipped kitchens, wellness facilities designed for relaxation, an infinity pool and heated whirlpool.  Our guests feel at home with thoughtful service, and tranquil spaces inspired by nature.  Quiet moments fill the spa, a peaceful place inspired by Hawaii’s landscape. 

In this role, you will be responsible for overseeing the tracing and updating of guest profiles, as well as managing VIP reporting.

The ideal candidate should have 3-5 years of experience in VIP services, hotel front office, or guest relations, with a background in luxury settings being essential. Flexibility in scheduling is required, and being bilingual in Japanese is a plus. Excellent written and verbal communication skills are also necessary.

Want to learn more?  Hotel Website, Facebook, Instagram

What will I be doing?

Collect and present individual guest profiles, fulfill diverse requests, and oversee key service initiatives designed to add value to the guest experience, including disseminating and managing the Hotel’s robust guest profile database for use prior to, during, and after their stay.

Specifically, you would be responsible for performing the following tasks to the highest standards:

• Lead the Hotel’s daily Next Day Arrival (NDA) meeting: prepare and review the reports for accuracy, manage the coordination of guest traces, housekeeping tasks and room instructions, assist Concierge team with inputting traces as needed, present the information during the daily NDA review, research and add corrections after the daily arrivals meetings
• Manage guest profiles in the property management system
• Input guest satisfaction survey comments in PMS profiles
• Creating weekly VIP Reports to be reviewed in the Executive Committee Meeting
• Oversee the VIP service delivery: reach out to guest in anticipation of their arrival, coordinate and organize special requests, providing operational support as needed
• Champion the “Hoku Guest” search and stay preparation
• Work closely with and provide physical operational support for the Front Service team
• Other duties as assigned

Requirements

What are we looking for?

Previous experience as a Guest Experience Manager role preferred.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

The Benefits- Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & Fortune. 

We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as: 

• Access to your pay when you need it through DailyPay
• Health insurance 
• Career growth and development 
• Team Member Resource Groups
• Recognition and rewards programs
• Go Hilton travel discount program 
• Best-in-Class Paid Time Off (PTO)  
• Supportive parental leave
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)

#LI-MD1

The annual salary range for this role is $70,000 - $72,000 and is based on applicable and specialized experience and location.