Guest Experience Manager

Primary Responsibilities: The Guest Experience Manager is responsible for enhancing the overall guest journey, protecting and elevating the hotel’s reputation, and creating memorable experiences that drive guest satisfaction, loyalty, and incremental revenue through guest experience events. This role oversees all aspects of guest sentiment, including online reputation management, guest loyalty programs, service recovery initiatives, and guest engagement strategies. The Guest Experience Manager collaborates directly with Front Office, Marketing, and other operational teams to develop guest activations, personalized experiences, and communication initiatives that align with Prince Waikiki brand standards. With a primary focus on continuous service elevation, innovative guest experiences, proactive engagement, and clear communication, this role ensures exceptional experiences that strengthen the hotel’s reputation and support long-term guest loyalty. Guest Service and Reputation - Maintain a daily focus on guest reputation through guest reviews and service recovery efforts, both in-stay and post-stay. Provide upscale guest service experiences for clients throughout their stay. Ensure experiences and activations are incorporated during arrival and departure experiences and oversee the execution of guest activations. Oversee VIP arrivals and surprise-and-delight initiatives. Ensure accurate and timely guest communication when necessary. Review and respond to all public-channel and internal guest reviews. Resolve guest concerns promptly and professionally, ensuring service recovery exceeds expectations. Partner with operational departments to deliver seamless, personalized, and memorable experiences. Develop and implement guest recognition programs for ambassadors. Manage hotel service and reputation progress across assigned channels. Utilize guest loyalty program data and return-guest metrics to elevate the guest experience. Coordinate and manage communication regarding guest issues between staff and department leaders and follow up to ensure guest concerns are resolved in a timely manner. Support Front Office in covering hotel operations as needed. Guest Experience Events - Design, create, and manage curated guest experiences that differentiate the hotel within its market competitive set, in collaboration with participating departments. Continue to elevate and enhance existing guest experiences to increase attendance, improve guest satisfaction, and potentially drive ancillary revenue. Track the performance and ROI of guest experience initiatives. Utilize guest profile information and PMS data to better serve incoming guests. Maintain awareness of luxury travel trends and guest preferences to introduce innovative experiences. Foster relationships with local partners and vendors to create distinctive destination experiences. Manage guest communications for curated experiences, including but not limited to text messaging via Micrometrics, hotel PMS, property digital boards, and in-room television messaging. Other Duties: Maintain communication with all departments regarding upcoming events, programs, and activities for hotel guests. Ensure accurate and timely processing of invoices. Attend all necessary meetings, including daily and monthly Hotel Operations meetings, or other pertinent meetings assigned to you. Perform other duties as assigned or required by the direct report. Working Conditions: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel. Typical office work while also being in the operations departments, as needed. Ability to stand/walk for a minimum of 9 hours. Be visible in all departments and guest public areas consistently throughout the day while activities are occurring to maintain a luxury experience. Work Hours: Must be able to work long and irregular hours. Must be able to work a minimum of 45 hours per week, including weekends. Equipment Use: Ability to use various office equipment, including, but not limited to calculators, photocopiers, fax machines, and other equipment and systems required in the role. Proficient in the use of a computer, Microsoft Word, Excel, and other required software. Mental and Physical Demands: Must be solution oriented. Must be able to multitask. Ability to walk, stand, and/or bend continuously to perform essential job functions. Ability to lift up to 45 lbs. and lift lighter objects overhead. Ability to input and retrieve information from hotel systems. Ability to work under pressure and deal with stressful situations during busy periods. Communication Demands: Ability to communicate in the English language, both orally and in writing, with guests and employees, some requiring high levels of patience, empathy, and diplomacy to defuse anger, collect accurate information and resolve problems. High school diploma required. College degree in communication or hospitality preferred. Japanese speaking preferred. A minimum of three years of hospitality experience is preferred. Ability to be creative and effectively organize programs and activities for the hotel. #J-18808-Ljbffr