Guest Experience Leader – ALL Loyalty & VIP Services

SmartRecruiters, Inc.; Honolulu (HI); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Health & wellness benefits

Paid vacation & holidays

Parking options

Meal provided during shift

Uniforms provided

Employee discounts

Job summary

Ala Moana Hotel by Mantra in Honolulu is seeking a Guest Experience Manager to ensure personalized, memorable stays and high hospitality standards. You will manage guest communications before arrival and during stay, and lead loyalty engagement across ALL members.

The role emphasizes guest enhancement services, interdepartmental collaboration, and delivering exceptional service with a focus on Hawaii culture and guest satisfaction.

Qualifications

• Bachelor’s degree or equivalent experience required.
• At least two years in guest services, front desk, or equivalent.
• Strong written communication and reporting skills.
• Proficient in Microsoft Office; leadership and diplomacy essential.

Responsibilities

• Develop goals and plans to organize and accomplish work.
• Handle complaints, settle disputes, and resolve conflicts.
• Collaborate with departments to support operations and issue resolution.
• Manage guest enhancement services and special requests.
• Lead ALL loyalty engagement and member recognition.

Skills

Customer service

Leadership

Communication

Microsoft Office

Education

Bachelor’s degree or equivalent

Tools

CRM software

Job description

Ala Moana Hotel by Mantra in Honolulu is seeking a Guest Experience Manager to ensure personalized, memorable stays and high hospitality standards. You will manage guest communications before arrival and during stay, and lead loyalty engagement across ALL members.

The role emphasizes guest enhancement services, interdepartmental collaboration, and delivering exceptional service with a focus on Hawaii culture and guest satisfaction.