Guest Experience Manager - Kona Village

Job Summary Reporting to the Director of Rooms, the Guest Experiences Manager/Chief Butler supervises the Guest Relations Manager and the Guest Experience Team, ensuring courteous and efficient service adhering to Kona Village's policies. This role leads a team that anticipates guest preferences and delivers suite services proactively and discreetly. Essential Duties and Responsibilities Direct supervision of the Guest Relations Manager and Guest Experience Agents, scheduling rosters and coordinating assignments to Hale and Ohana suites. Assist with training the guest relations and guest experience teams. Receive guests professionally and exceed expectations from arrival through departure. Act as point of contact for guests during their stay, responding to arrangements or requests and meeting guests personally when possible. Identify and anticipate guest needs to provide personalized service. Liaise with Front Office, Guest Relations, Concierge, Housekeeping, and other departments for all guest requests, including in-room dining, restaurants, laundry, spa bookings, special occasions, and excursions. Maintain up-to-date knowledge of the Hale/Ohana in-room facilities, services, and technology. Follow all departmental policies, service procedures and standards. Update guest profiles in Opera and communicate feedback through KnowCross. Respond promptly and acknowledge all guests, regardless of time of day. Drive the Guest Service Index score by increasing guest interaction. Inspect service quality and ensure compliance with standards. Resolve guest complaints timely, ensuring all standards are met. Inspect staff grooming and attire; rectify deficiencies. Comply with company policies and budgetary limits. Develop and update policies and manuals for the division, ensuring consistency across the group. Participate in recruitment and talent development for the division. Act as a brand ambassador, upholding brand integrity and company values. Experience / Required Skills Diploma in Hotel Management and/or Butler Accreditation or equivalent education and experience. Minimum five-year experience in a similar role. Proficiency with IT systems: Opera, Alice, KnowCross, and Microsoft Office Suite. Experience in a 5-star or ultra-luxury hotel environment. Culturally sensitive and able to work with a multicultural team. Island-resort experience preferred. Strong leadership and customer-service skills with attention to detail, speed, and accuracy. Ability to prioritize, organize, and follow up; clear thinker; calm under pressure; good judgment. Confidentiality of guest information and hotel data. Technical knowledge of yield management and cost controls. Ability to train staff, provide performance feedback, and manage staff corrections. Fluency in English; additional language skills preferred. Physical ability to transport up to 50 pounds and perform required movements. Clean driving record required. Salary $81,000 annually. #J-18808-Ljbffr