Guest Experience Leader - Front Desk & Concierge

Highgate; Honolulu (HI); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Paid holidays

Paid vacation

Paid sick leave

Job summary

Highgate Hotels, at the Ambassador Hotel of Waikiki, Tapestry Collection by Hilton, seeks a Guest Experience Manager OEM to oversee Guest Services, Concierge and Uniformed/Transportation operations onsite in a fast-paced environment.

You will lead Front Desk and Guest Services staff, drive guest satisfaction, maximize occupancy, and partner with accounting and housekeeping to ensure seamless service delivery in Hawaii.

Qualifications

• At least 5 years of progressive hotel experience; or a 2-year degree plus 3+ years; or a 4-year degree with 1+ year.
• Supervisory experience is required.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required; flexibility in scheduling.
• Ability to multitask and prioritize departmental functions.

Responsibilities

• Respond to guests’ requests, problems, and complaints with courtesy and timeliness.
• Coach and discipline Guest Services staff per SOPs.
• Attend MOD coverage as scheduled and manage payroll-related hours.
• Maximize room revenue and occupancy; monitor rate variance and house counts.
• Prepare schedules based on forecasts and productivity requirements.
• Coordinate with Accounting on billing, credits, and reconciliations.
• Maintain front desk systems, communication, and radio procedures.
• Ensure adherence to all Highgate policies and service standards.

Skills

Supervisory experience

Windows proficiency

Spreadsheets/Word processing

Valid driver’s license

Education

Two-year college degree

Four-year college degree

Tools

Windows OS

Office software

Job description

Highgate Hotels, at the Ambassador Hotel of Waikiki, Tapestry Collection by Hilton, seeks a Guest Experience Manager OEM to oversee Guest Services, Concierge and Uniformed/Transportation operations onsite in a fast-paced environment.

You will lead Front Desk and Guest Services staff, drive guest satisfaction, maximize occupancy, and partner with accounting and housekeeping to ensure seamless service delivery in Hawaii.