Guest Experience Manager

Job Description

Job Description

Company Description

About Us:

Welcome to the Ala Moana Hotel by Mantra, where island living meets world-class hospitality. As one of Honolulu's most iconic landmarks and Oahu's premier condo-hotel, we sit at the heart of the city, surrounded by the energy and beauty that make Hawaii truly one of a kind.

Spanning two towers and home to 1,176 beautifully appointed rooms, our guests wake up to breathtaking views of the Pacific Ocean, Diamond Head, and the glittering Honolulu skyline. And in 2025, we took it a step further. Following an extensive renovation, every room now features a fresh, island-inspired design paired with modern furnishings that capture the very essence of Hawaii's vibrant culture and contemporary elegance.

But what truly sets us apart is our people. To our community, we have always been more than just a hotel. We are the Kama`aina hotel of choice, a place deeply rooted in the spirit of aloha, where both guests and team members feel genuinely at home.

If you are passionate about hospitality, proud of where you come from, and ready to be part of something exciting, we would love to have you on our team. This is more than a job. This is a place to grow, to belong, and to thrive.

Accor is one of the world's leading hospitality groups, spanning 45+ brands, 5,800 hotels, and 10,000+ restaurants and lifestyle destinations across the globe. When you join Accor, you are not just joining a company, you are joining a movement.

Your personality is valued, your growth knows no boundaries, and every action you take creates a meaningful impact on our guests, your colleagues, and our planet. Accor is pioneering the art of responsible hospitality and we want you to be part of that journey.

As a Heartist, you are encouraged to let your heart guide you. Our mission is human and essential, to bring cultures together, open windows on the world, and deliver unforgettable experiences every single day.

About the Role:

The Guest Experience Manager is responsible for ensuring personalized and memorable experiences are consistently delivered and ensures that the highest levels of hospitality and service are provided.  Manage all communications intended to enhance guest stay prior to a guest’s arrival as well as experiences while on property including guest enhancement services. Manages the flow of questions and directs guests within the lobby. Serves as the hotel’s ALL Loyalty Champion, actively promoting loyalty engagement, strengthening relations with ALL members, and ensuring members receive meaningful recognition throughout their stay.

What You’ll Do:

Maintaining Goals

• Develops specific goals and plans to prioritize, organize, and accomplish their work.
• Handles complaints, settling disputes, and resolving grievance and conflicts, or otherwise negotiating with others.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention
• Serves as a leader in displaying outstanding hospitality skills.
• Observes service behaviors or employees and provides feedback to the appropriate leader.
• Manage and coordinate guest enhancement services, amenities, special requests, celebrations, and other opportunities to exceed guests’ expectations.

Managing Projects and Policies

• Implement and maintain the customer recognition/service program, communicating and ensure the process is being followed.
• Ensure property policies are administered fairly and consistently.

ALL Members & VIP Responsibilities

• Process all incoming requests for Return Guests, VIP guests, and others.
• Build and maintain ALL members, VIP and Return Guest profiles.
• Drive room revenue by increasing ALL members, Return Guest and VIP bookings
• Oversee customer relationship management system (CRM)
• Accountable for ensuring personal contact occurs with ALL members, VIP and Return Guests in addition to guests who have preferences where expectations need to be communicated during their stay.
• Serves as the hotel’s primary champion for ALL loyalty engagement and member recognition.

Additional Responsibilities

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email or in person
• Analyze information and evaluating results to choose the best solution and solve problems.
• Inform and/or update the executives, the peers and subordinates on relevant information in a timely manner.
• Maintain high visibility in public areas
• Participate in departmental meetings and continually communicate a clear and consistent message regarding the goals to produce desired results.

What You Bring:

• Bachelor’s degree in related field or equivalent experience
• Minimum two (2) years of experience in the guest services, front desk, front services or equivalent
• The ability to work accurately and independently
• Ability to communicate in writing to provide reports when requested
• Ability to effectively deal with internal and external customers and employees, some of whom will require a high level of patience, tact, empathy and diplomacy
• Proficient in Microsoft Office Products (i.e., Word, Excel, Outlook, PowerPoint)
• Excellent leadership, organizational, communication and interpersonal skills
• Must maintain professionalism, demonstrate sound judgement and good decision-making skills

Preferred Qualifications:

• Knowledge, experience, or connection to Hawaiian culture, history, traditions, and values, with the ability to respectfully share this knowledge with guests and colleagues.
• ʻŌlelo Hawaiʻi : Familiarity with Hawaiian language, pronunciation, place names, greetings, and common Hawaiian terminology; conversational or fluent ability preferred.
• Cultural Program Experience; Experience developing, coordinating, or supporting Hawaiian cultural activities, programs, demonstrations, or guests’ experiences.
• Cultural Activities: Experience assisting with or facilitating activities such as lei making, ʻōlelo Hawaiʻi, hula, Hawaiian music, hoʻokupu, traditional arts, or other cultural programming

Why Join Our Team?

At the Ala Moana Hotel by Mantra, we believe that taking care of our guests starts with taking care of our team members. Here is a look at what we offer:

• Health & Wellness: Comprehensive Medical, Dental, Vision, and Drug coverage to keep you and your family healthy, plus access to our Employee Assistance Program (EAP) for mental health and wellness support.
• Time to Recharge: Paid vacation, sick leave, and holidays because we know that rest and balance matter.
• Getting Here: Parking options available and a bus subsidy to help offset your commute costs.
• Dining: Enjoy a complimentary meal during your shift in our Team Member Cafeteria.
• Looking Sharp: Uniforms provided or dry-cleaning allowance so you always feel your best.
• Travel Perks: Exclusive hotel discounts through Accor's global network of properties worldwide.
• Growth & Development: Access to training, development programs, and career growth opportunities because we are invested in your future.
• Community & Culture: Our Heart Committee organizes engagement events, community service initiatives, and wellness activities to keep our team connected, inspired, and thriving.

Salary:

$67,500 to $75,000 annually

Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.

Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.