Guest Experience Leader

Highgate; Honolulu, Northern (HI, KY); Hybrid; USD 34,000 - 48,000; Full time

Job summary

The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton in Honolulu seeks a Guest Experience Manager OEM to lead Guest Services, Concierge and Uniformed Services/Transportation, delivering high-quality service while maximizing room revenue and occupancy.

Qualified candidates have 5+ years in hospitality with supervisory experience, strong communication skills, and proficiency in Windows and MS Office; responsibilities include staff coaching, interviews, and cross-department coordination.

Qualifications

• 5+ years in hospitality or related field; supervisory experience preferred.
• Proficient in Windows and MS Office.
• Excellent communication, both verbal and written.
• Ability to multitask and prioritize departmental functions.
• Must have a valid driver's license.
• Willingness to work long hours as needed.

Responsibilities

• Respond to guests’ requests and complaints at the Front Desk to ensure satisfaction.
• Coach, counsel and discipline Guest Services staff according to SOPs.
• Carry a cell phone at all times and participate in MOD coverage as scheduled.
• Prepare and conduct Guest Services interviews and hire staff per SOPs.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by monitoring status, rate variance, and house counts.
• Attend daily/ monthly Rooms Merchandizing meetings and maintain reporting accuracy.
• Coordinate with Accounting on payroll, billing, and cash handling.

Skills

Supervisory experience

Windows Office

Communication skills

Multitasking

Driver's license

Customer service

Education

2-year college degree + 3+ years related experience

4-year college degree + 1+ year related experience

Tools

Microsoft Office (Word/Excel)

Job description

The Ambassador Hotel of Waikiki, Tapestry Collection by Hilton in Honolulu seeks a Guest Experience Manager OEM to lead Guest Services, Concierge and Uniformed Services/Transportation, delivering high-quality service while maximizing room revenue and occupancy.

Qualified candidates have 5+ years in hospitality with supervisory experience, strong communication skills, and proficiency in Windows and MS Office; responsibilities include staff coaching, interviews, and cross-department coordination.