Guest Experience Manager (1040451977)

DeKalb Health; Lahaina (HI); On-site; USD 80,000 - 87,000; Full time

Benefits offered by this job

Performance-based bonus

New Hire Bonus

Comprehensive benefits

Job summary

Trilogy Excursions in Maui seeks a Guest Experience Manager to lead the Reservations & Guest Experience Team, building strong relationships with hotels, resorts, and tourism partners. You will drive service quality, coach staff, and own the tech that powers guest interactions.

The ideal candidate has 5+ years in concierge/hospitality and 3+ years in leadership, with a deep understanding of Hawaii’s visitor industry and a passion for developing people.

Qualifications

• 5+ years in concierge services, reservations, hospitality, tourism, travel, or related field.
• 3+ years of leadership or management experience.
• Experience in Hawaii’s tourism, hotel, resort, or destination services industry strongly preferred.
• A strong people leader who can coach, delegate, prioritize, and develop a high-performing team.
• Proven ability to build professional relationships and confidently represent an organization externally.
• Excellent communication, organization, and problem-solving skills.
• Comfort with reservation technology, reporting, and digital tools.
• Bachelor’s degree preferred.

Responsibilities

• Lead, coach, and develop the Reservations & Guest Experience team.
• Set priorities, delegate effectively, and drive accountability and team performance.
• Serve as point of contact and maintain relationships with hotels, resorts, activity planners, concierges, travel advisors, and other tourism partners.
• Represent Trilogy through partner visits, meetings, trainings, networking opportunities, and industry events.
• Oversee reservations and guest experience operations, including service quality and complex guest recovery.
• Improve processes, training, systems, and departmental efficiency.
• Partner with Operations, Sales, and Marketing for seamless communication and guest experiences.
• Stay connected to daily operations and assist the team as needed.
• Own technology platforms powering the guest experience; optimize usage and workflows.

Skills

Leadership

Communication

Problem solving

Organization

Guest service

Education

Bachelor's degree preferred

Tools

Reservation software

Reporting tools

AI-powered guest messaging systems

Job description

• Base Pay $80,000.00 - $87,000.00 / Year
• Other Compensation 12% of base bonus potential
• Employee Type Exempt
• Manage Others Yes

Contact information

• Name Trilogy HR

Description

Lead the Team That Creates Lifelong Memories At Trilogy Excursions, an exceptional guest experience begins long before our guests step aboard. We're looking for an experienced Guest Experience Manager to lead our Reservations & Guest Experience Team while building strong relationships throughout Maui's hospitality and tourism community.

This role is ideal for a leader who understands the visitor industry, enjoys developing people, builds relationships naturally, and knows how to balance big-picture priorities with day-to-day operations.

What You'll Do

• Lead, coach, and develop the Reservations & Guest Experience team.
• Set priorities, delegate effectively, and drive accountability and team performance.
• Serve as point of contact and maintain relationships with hotels, resorts, activity planners, concierges, travel advisors, and other tourism partners.
• Represent Trilogy through partner visits, meetings, trainings, networking opportunities, and industry events.
• Oversee reservations and guest experience operations, including service quality and complex guest recovery.
• Improve processes, training, systems, and departmental efficiency.
• Partner closely with Operations, Sales, and Marketing to ensure seamless communication and exceptional experiences for guests and industry partners.
• Remain connected to daily operations and be willing to jump in alongside the team when needed.
• Own the technology platforms that power the guest experience, including Trilogy's proprietary booking software and AI-powered guest messaging systems; serve as the departmental expert, ensure effective team adoption and usage, and identify opportunities to improve workflows, processes, and performance through technology.

Requirements

We're Looking For

• 5+ years of experience in concierge services, reservations, activities, hospitality, tourism, travel, or a related field.
• 3+ years of leadership or management experience.
• Experience within Hawaii's tourism, hotel, resort, activity, concierge, or destination services industry strongly preferred.
• A strong people leader who can coach, delegate, prioritize, and develop a high-performing team.
• Proven ability to build professional relationships and confidently represent an organization externally.
• Excellent communication, organization, and problem-solving skills.
• Comfort with reservation technology, reporting, and digital tools.
• Bachelor's degree preferred.

Summary

Why Trilogy?

For more than 50 years, family-owned Trilogy Excursions has been creating unforgettable ocean experiences on Maui. Our purpose is Creating Lifelong Memories That Span Generations, and this position plays an important role in delivering that promise to our guests, team members, and industry partners. At Trilogy, we are more than excursions. We are stewards of shared moments- sunset sails, family celebrations, and first-time ocean experiences. Our company is guided by four principles:

• Leading with Heart - We lead with compassion, care, and community.
• Driven to Excellence - We aim higher, think smarter, and act with purpose.
• Professional and Fun - We take our work seriously, and find joy in the journey.
• Engaging Hospitality - We do more than simply serve guests, we create authentic connections.

You’ll join a team that is proud of where we come from and excited about where we’re going.

We offer a comprehensive benefits package, performance-based bonus opportunity, and a $1,000 New Hire Bonus.

Ready to lead a great team, strengthen meaningful partnerships, and help shape the Trilogy guest experience? We'd love to meet you.