Maui Guest Experience & Reservations Leader

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

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.