Guest Experience Coordinator (Full-Time)
Company: Alohilani Resort Waikiki Beach
Location: Honolulu
Posted on: September 19, 2023
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Job Description:
Highgate Hotels
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 .
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.
Keywords: Alohilani Resort Waikiki Beach, Honolulu , Guest Experience Coordinator (Full-Time), Other , Honolulu, Hawaii
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