Guest Experience Manager

Job Title: Guest Experience Manager / Chief Butler

Location: Onsite - Kona Coast, Big Island, Hi (5 days)

Employment Type: Direct Hire

Summary

We are seeking a passionate and experienced Guest Experience Manager / Chief Butler to join our iconic luxury resort team on the breathtaking Big Island of Hawaii. He/She will be reporting directly to our client's Director of Rooms. This leadership position oversees the Guest Relations Manager and Guest Experience Team, ensuring every guest receives exceptional, personalized, and seamless service from arrival to departure. This role is ideal for a hospitality professional with ultra-luxury resort experience who thrives in creating elevated guest journeys while inspiring and mentoring high-performing teams.

Key Responsibilities

• Assist with training the guest relations and guest experience teams to fulfil the responsibilities
• Receive guests in a professional and friendly manner, exceeding guest expectations from arrival through to departure
• Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest. To meet all guests personally during the stay, where possible.
• Identify and anticipate guest needs and ensure a personalized service is provided
• Liaise with the Front Office, Guest Relations, Concierge, Housekeeping and any other relevant department or team to fulfill all requests or guest recommendations, including. in room dining, restaurants, laundry, spa bookings, special occasions, outside excursions.
• Maintain up to date knowledge of the Hale / Ohana in-room facilities, services, and technology
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Update guest profiles in Opera and ensure feedback is communicated through KnowCross.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• To increase guest interaction and to drive the Guest Service Index score of the property.
• To regularly inspect the quality of service provided by all guest experience agents, and to ensure that all services are delivered according to standard.
• To take appropriate action to resolve all guests’ complaints in a timely manner ensuring all standards are met.
• Inspect grooming and attire of staff; rectify any deficiencies.

Qualifications

• Minimum 3 years of experience in a similar luxury hospitality leadership role
• Diploma in Hotel Management and/ or Butler Accreditation or an equivalent combination of education and work-related experience.
• Experience in 5-star or ultra-luxury resort environments required
• Strong leadership, communication, and guest engagement skills
• Proficiency with IT systems including Opera, Alice, KnowCross, and Microsoft Office Suite
• Island resort experience preferred
• Able to drive with passion and lead with inspiration
• Multilingual candidates are a plus