Guest Experience Manager
Company: Aston Waikiki Beach Hotel
Posted on: September 23, 2022
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with 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 consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com .
This 645-room hotel is perfectly located on Honolulu's famous
Kalakaua Avenue, where it is just steps to the beach and an arm's
reach to the best dining, shopping, and entertainment in the area.
Guests can borrow the hotel's own towels and beach chairs to spend
the day by the sea, or choose to lay out by the hotel's pool with a
tropical drink from nearby Tiki's Grill and Bar. And for the
adventurous, the Aston Waikiki offers a on-site activities desk
ready to curate a number of fun experiences.
The Guest Experience Manager is responsible for monitoring and
assisting in the quality of overall guest experience, before,
during and post stay. Maintain guest satisfaction by tracking and
responding to guest emails and comments on social media and
internal guest satisfaction index. Coordinate and execute cultural
activities and other experiences to enhance the guest's stay.
- Respond to all guest concerns filtered through hotel departments,
social media, and guest satisfaction index either in person,
electronically or by phone. This includes all reviews that come
from the Medallia and social media outlets, as well as guest emails
and respective department inboxes.
- Monitor trends associated with service levels/guest complains.
Chart out possible trends in the hotel through utilization of
Medallia to work proactively with the department managers on
resolutions for top problems and trends in the hotel.
- Serve as a lobby ambassador to greet guests and assist them with
their needs. Be visible in the lobby whenever a line exists to
assist guests during their wait. Be present in the lobby during VIP
arrivals to meet, greet, and assist in any way to ensure a
memorable stay. Manager will keep the hotel manager informed of the
progress of lobby rotation duty.
- Perform front office administration duties as needed to include
compiling reports for management, and distributing the mail for
- Coordinate and execute cultural activities and other experiences
that will enhance the guest's experience.
- Management of VIP guests - pre, during and post stay.
- Creating and executing amenity program for guests.
- Working with the Sales and Catering departments to coordinate
functions, coverage for events and/or breakfast etc.
- Assist with front office operations which include front desk and
other operational departments.
- Work/communicate with managers or departments regarding guest
issues or other areas of concern. This includes but is not limited
to sharing TripAdvisor and Medallia comments at daily stand ups and
weekly staff meetings. It also includes working with department
heads on specific problems in their departments that are brought up
in surveys for quick resolution to the guest and preventive
measures for the future.
- Appropriately weigh all sides of a situation and fairly
compensate guests in a consistent fashion, when necessary. Utilize
full empowerment to ensure guests are happy pre-stay, during, and
- Attend departmental and morning meetings and take notes and
distribute to the operational team.
- Evaluate and respond to social media, online service channels to
enhance reputations and representation of the hotel. This includes
but is not limited to posting local current events with pictures
pre-event and post event to continue local interest, post all
promotions in the restaurant or rooms, posting all public relation
events such as charity events conducted by the hotel. Social media
should be posted daily alternating with all of the subjects above
so the followers obtain various information of interest.
- Give recommendations for improvement and enhancement where
needed. This will entail analyzing the top three problems every
month with the hotel manager and department heads to come up with
root causes and action plans to improve. Most of this is compiled
from Medallia will also be analyzed into this data.
- Perform other duties as requested by management.
Keywords: Aston Waikiki Beach Hotel, Honolulu , Guest Experience Manager, Executive , Honolulu, Hawaii
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