Guest Experience Manager

Description

Lead the Team That Creates Lifelong Memories
At Trilogy Excursions, an exceptional guest experience begins long before our guests step aboard.
We're looking for an experienced Guest Experience Manager to lead our Reservations & Guest Experience Team while building strong relationships throughout Maui's hospitality and tourism community.

This role is ideal for a leader who understands the visitor industry, enjoys developing people, builds relationships naturally, and knows how to balance big-picture priorities with day-to-day operations.

What You'll Do
• Lead, coach, and develop the Reservations & Guest Experience team.
• Set priorities, delegate effectively, and drive accountability and team performance.
• Serve as point of contact and maintain relationships with hotels, resorts, activity planners, concierges, travel advisors, and other tourism partners.
• Represent Trilogy through partner visits, meetings, trainings, networking opportunities, and industry events.
• Oversee reservations and guest experience operations, including service quality and complex guest recovery.
• Improve processes, training, systems, and departmental efficiency.
• Partner closely with Operations, Sales, and Marketing to ensure seamless communication and exceptional experiences for guests and industry partners.
• Remain connected to daily operations and be willing to jump in alongside the team when needed.
• Own the technology platforms that power the guest experience, including Trilogy's proprietary booking software and AI-powered guest messaging systems; serve as the departmental expert, ensure effective team adoption and usage, and identify opportunities to improve workflows, processes, and performance through technology.

Requirements

We're Looking For
• 5+ years of experience in concierge services, reservations, activities, hospitality, tourism, travel, or a related field.
• 3+ years of leadership or management experience.
• Experience within Hawaii's tourism, hotel, resort, activity, concierge, or destination services industry strongly preferred.
• A strong people leader who can coach, delegate, prioritize, and develop a high-performing team.
• Proven ability to build professional relationships and confidently represent an organization externally.
• Excellent communication, organization, and problem-solving skills.
• Comfort with reservation technology, reporting, and digital tools.
• Bachelor's degree preferred.