Guest Experience Coordinator

Compensation Type

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

The all-new, vibrant ‘Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it’s an oasis of tranquility in the heart of Waikiki.

Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it’s where Hawaii vacations turn moments into memories.

Our resort is proudly named in honor of Queen Lili‘uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke‘alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. ‘Alohilani Resort Waikiki Beach.

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.