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Guest Experience Manager (Japanese/English)

Company: Hilton Grand Vacations
Location: Honolulu
Posted on: June 10, 2021

Job Description:

Job Description

At Hilton Grand Vacations, our commitment to excellence is recognized and celebrated by some of Hawaii's best accolades, including the recent award for Top Vacation Timeshare in Oahu in Hawaii Magazine's 2021 Reader's Choice Awards.

As a Guest Experience Manager, you will be responsible for assisting the Resort Director and the Director of Guest Services in all facets of the property operation by maximizing all resources to ensure outstanding customer service and guest satisfaction while meeting financial goals.

  • Maintains consistent interaction with resort guests/owners through verbal and written communication to insure outstanding guest experience.
  • Assists in the inspection of various public areas within the resort to assess quality assurance measures (cleanliness, attentiveness of staff, and any engineering needs) and identify areas for improvement.
  • Attends all department pre-shift meetings to ensure proper communication of all pertinent guest issues including occupancy levels, groups/owners in house, guest feedback, process reviews and any necessary interdepartmental information.
  • Monitors guest survey scores, requests and complaints, and collaborates with appropriate partners to resolve issues as deemed necessary to provide excellence in service.
  • Collaborates with department managers on suggestions for improvements or guest service enhancements. Maintains appropriate relationships with managers to implement changes.
  • Builds a strong rapport with team members in each department, and strives to engage and recognize those who exemplify outstanding levels of service.
  • Performs other related activities as required.

What will it be like to be a Team Member.....

At the core of our company's success are our Team Members. We offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and outstanding travel benefits.

Don't wait! Apply Today.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


What are we looking for....

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company's success are our Team Members!

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • High School Diploma/GED
  • Ability to fluently speak in English and Japanese
  • Able to work flexible schedules including mornings, evenings, weekends and holidays
  • 3+ years of prior hospitality experience
  • Exhibits a professional demeanor, business savviness and strong public relations skills

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS/Bachelor's Degree
  • Japanese/English bilingual (read, speak and write in both languages)
  • 2+ years of supervisory/managerial experience
  • Previous Front Office and Housekeeping Experience

Keywords: Hilton Grand Vacations, Honolulu , Guest Experience Manager (Japanese/English), Other , Honolulu, Hawaii

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