Guest Experience Manager – $500 Signing Bonus

The Four Seasons Resort O’ahu at Ko Olina is looking for a Guest Experience Manager who has a passion for excellence and the spirit of aloha.

The Guest Experience Manager will serve as a department head in the daily management of Concierge and Guest Experience Staff. Serve as the main point of contact for VIP guests and assist with their stay from start to finish. Seek out opportunities for guest-centric experiences in all outlets of the hotel and assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

Join Our  Ohana

We invite you to join our ‘ohana at the Four Seasons Resort O’ahu at Ko Olina as we prepare to open one of the finest resorts in the world. We’re excited to bring the Four Seasons Experience to O’ahu for the first time and embrace the unique local culture here in Hawai’i. Our work environment pairs a strong commitment to excellent service and authentic experiences with an emphasis on creativity and innovation. Four Seasons has been ranked in FORTUNE Magazine’s 100 Best Companies to Work For since 1998. We’re looking for individuals with not only the right skills and attitude for the role, but also the aloha spirit!

Responsibilities

Interview, train, and schedule the Concierge staff & Guest Experience staff. Supervises day-to-day performance of the staff.  Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed.

Manage Guest Experience Program:

Identify and set thresholds for guests who are part of elevated service program.

Work harmoniously with transient Sales managers and executive office to ensure selected guests receive outstanding recognition.

Coordinate correspondence with guests’ pre, during and post stay.

Look for new/innovative ways to provide anticipatory and personalized service

Coordinate among all departments for seamless execution of service
Seeks out opportunities for guest-centric experiences in all outlets of the hotel
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. 
Assures that Concierge and guest experience staff know what activities are available on the island (activities, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
 

Preferred Qualifications and Skills

Two years of Hotel Front Desk experience
Two year or more of management experience
Concierge experience is a plus
Strong communication skills in both written and writing (Secondary/Bi-lingual is a plus)
Authorization to work in the United States

About Four Seasons Resort O’ahu at Ko Olina

On Oahu’s sunny western coast – wild, rugged and conveniently close to Honolulu and Waikiki Beach – Four Seasons Resort O’ahu at Ko Olina balances a classic Hawaiian style with one-of-a-kind luxury.

Chic and light-filled with vast ocean views, our 372 accommodations provide a personal sanctuary in this all-encompassing Hawaiian luxury beach resort. Restaurants and bars are infused with the magnetic energy of Ko Olina. Guests have the opportunity to splash into lively pools and lagoons, with numerous water sports right off the Resort’s own beach. They are also able to play tennis and golf, then relax in the Spa – wrapped in the effortless elegance of Four Seasons.

Working at Four Seasons

Four Seasons can offer what many hospitality professionals dream of – an opportunity to build a life-long career with global potential and a real sense of pride in work well done. In line with our plans for future growth, we are committed to staff levels that are in keeping with our extraordinary staff-to-guest ratios. We believe that attitude counts as much as skill. As a result, Four Seasons hires motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways.