Guest Experience Leader — Front Desk & Concierge

Sheraton Kauai Coconut Beach Resort; Kapaa (HI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Sign-on bonus plan

Hotel discounts

Tuition Reimbursement

Paid Time Off

Job summary

Sheraton Kauai Coconut Beach Resort seeks aGuest Services Manager to oversee the guest services department, ensuring top-tier service and guest satisfaction. You will lead front desk, concierge, and bell staff, coordinating across departments to enhance the overall guest experience.

Ideal candidates bring hospitality management education or equivalent experience, strong leadership, and a proven ability to deliver memorable guest experiences in a fast-paced resort setting.

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred or equivalent experience.
• Experience in guest services or hotel management required.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Proven ability to deliver exceptional guest service.
• Attention to detail and multitasking in a fast-paced environment.
• Proficient in hotel management software and technology.
• Positive attitude and passion for creating memorable guest experiences.

Responsibilities

• Lead the guest services team (front desk, concierge, bell staff).
• Ensure smooth check-in and check-out for guests.
• Handle inquiries, concerns, and special requests promptly.
• Train and mentor staff to deliver exceptional service.
• Monitor and respond to guest feedback and reviews.
• Collaborate with other departments to enhance guest experience.
• Implement and maintain guest service standards and procedures.
• Resolve guest complaints to ensure satisfaction.

Skills

Communication skills

Leadership

Guest service excellence

Multitasking

Interpersonal skills

Attention to detail

Hotel management software

Team training

Education

Bachelor's degree in Hospitality Management or related field

Tools

Hotel management software

Job description

Sheraton Kauai Coconut Beach Resort seeks aGuest Services Manager to oversee the guest services department, ensuring top-tier service and guest satisfaction. You will lead front desk, concierge, and bell staff, coordinating across departments to enhance the overall guest experience.

Ideal candidates bring hospitality management education or equivalent experience, strong leadership, and a proven ability to deliver memorable guest experiences in a fast-paced resort setting.