Overview

The Guest Experience Coordinator is responsible for monitoring and assisting in the quality of overall guest experience from pre-arrival, in-house and post-stay. He/she maintains guest satisfaction by tracking and responding to customer comments on social media and internal guest satisfaction index. He/she is responsible to create and execute guest activities to include cultural & kids programs, and activate lobby and pool areas. This position is also responsible for the execution of VIP service deliverables and acts as main contact throughout VIP’s stays. The Guest Experience Coordinator will also serve as a lobby ambassador and assist with guest communication of hotel services via letter, text, email, and face to face communication. Performs administration duties as needed.

Responsibilities

Respond to all guest concerns filtered through hotel departments, social media, and guest satisfaction index either in person, electronically or by phone.

Monitor trends associated with service levels/guest complaints

Serve as a lobby ambassador to greet guests and assist them with their needs.

Review and organize guest mail. Assist with mailing out guest packages post departure

Assist with Front Office Operations. To include PBX and Front Desk and other operational needs.

Work/communicate with managers or departments regarding guest issues or other areas of concern.

Coordination of all resort activities to include cultural programming, entertainment, kids’ activities, pool deck programming

Create and manage the Resort’s Calendar of activities

Liaison between resort and 3rd party operators (ie Kamaaina Kids, Waikiki Beach Services, Island Club & Spa) for programming and outdoor classes.

Coordinate special events and other evening activities

Organizing managers’ receptions

Create exhibits and/or crafts that celebrate the Oceanarium and the cultural and unique aspects of the ‘Alohilani.

Help maintain a tracking sheet to monitor events, vendor utilization, income, and expenses for each activity.

Assist with ensuring all invoices are paid in a timely manner; document all payments.

Assist with training for any activity department team members and volunteers.

Assist with producing a calendar of events for the next calendar season, while ensuring to stay within budget expectations.

Develop innovative programming and communication to active the hotel public areas

Act as liaison for all VIP guests special requests, and execute on all service deliverables.

Must carry a company phone while on property

Help with and organize fundraising and community activities to support the department.

Maintain accurate office and activity supply inventories.

Appropriately weigh all sides of a situation and fairly compensate guests in a consistent fashion, when necessary.

Attend departmental and morning meetings and take notes and distribute to the operational team.

Evaluate and respond to Social media and online service channels and enhance reputations and representation. Where needed give recommendations for improvement and enhancement.

Perform other duties as requested by management.

Qualifications

At least 2 years’ experience in a hotel or a related industry

Previous guest service experience required.

Computer knowledge/skills required.

Excellent verbal and communication skills required

College Degree helpful.

Long hours sometimes required.

Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Maintain a warm and friendly demeanor and be an Ambassador of Aloha Spirit at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Participate in M.O.D. coverage as required.

Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which include wearing nametags.

Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to maintain confidentiality of information.

Perform other duties as requested by management.

Salary Range ($23.00/hr)

Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.

Job Type: Part-time

Pay: $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Restaurant type:

• Bar
• Casual dining restaurant
• Upscale casual restaurant

Shift:

• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person