Guest Experience Manager

POSITION PURPOSE

Responsible for overseeing the daily operations of the Activities Hut including the signature pool slide, poolside cabanas and cultural/activity calendar. Ensure that all services meet resort standards for maximum guest satisfaction. Act as the main contact for guests and other resort departments.

ESSENTIAL RESPONSIBILITIES

• Build and maintain inventory of retail products for sale on property as well as items for guest rental responding to seasonal demands to ensure the currency of items offered
• Create processes for maintaining equipment, staff procedures and slide usage procedures
• Create and manage damage waivers for equipment
• Work with vendors to create experiences for guests on site i.e. scuba, paddle board lessons, rentals, etc)
• Responsible for budget goals regarding the sub revenue categories within the department
• Ensure efficient guest service. Observe Activities/Cabana staff and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification is established and all transactions are handled correctly.
• Direct and train staff. Responsible for new-hire and on-going training. Direct and assist Activities/Cabana staff and in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Responsible for the hiring process of new staff members, the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current day's expected occupancy and check all VIP, special requests and cabana reservations to ensure that they properly anticipated and prepared for the day.
• Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
• Oversee sales and operations of Activities/Cabana areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Responsible for development and execution of on-site experience programming including keiki (children's) programs, cultural enrichment programs, rainy day activities, special events and holiday programs, etc.
• Be familiar with, follow and enforce all company policies and benefits.

PHYSICAL DEMANDS

• Most work tasks are both inside and outside. A job is considered "both" if the activities occur inside or outside in approximately equal amount. Protection from weather conditions but not necessarily from temperature changes.
• Stands/walks approximately 90%. Sits at desk approximately 10%. Bends, stoops, reaches, and lifts to perform routine job tasks. Occasionally exerting 20 to 50 lbs of force.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, fax machines, photocopiers, carts and other office equipment as needed.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 50 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Enforce hotel safety standards.
• Any other duties as assigned by the General Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Considerable knowledge of complex mathematical calculations and computer accounting programs. Budgetary analysis capabilities required.
• Proficient in POS system
• Proficient in Excel and Microsoft Office
• Extensive knowledge of the hotel, its services and facilities.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computational ability.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.

• Ability to analyze, forecast data, and makes judgments to ensure proper payroll and production control.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Must be able to have an maintain First Aid/CPR certification.

EDUCATION

High school or equivalent education required.


Bachelor's degree and/or equivalent level of education

EXPERIENCE

Three to five years of management experience required.

Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

LICENSES OR CERTIFICATIONS

Ability to provide and maintain a valid driver's license as the position may require the operation of motorized and electric vehicles.


EXEMPT POSITION

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime pay. Exempt Staff members are paid a fixed salary that is intended to cover all the compensation to which they are entitled.

GROOMING

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel's facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Maintain a neat and professional appearance.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Must have excellent customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Must possess basic computational ability.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, and POS.
• Self-driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.