Guest Loyalty Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location

The all-new, vibrant 'Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it's an oasis of tranquility in the heart of Waikiki.

Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it's where Hawaii vacations turn moments into memories.

Our resort is proudly named in honor of Queen Lili'uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke'alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. 'Alohilani Resort Waikiki Beach.

Overview

The Guest Loyalty Manager will serve as a department head in the daily leadership of the Guest Experience Team and will be the main point of contact for VIP guests, assisting with their stay from start to finish. The Guest Loyalty Manager is responsible for monitoring and assisting in the quality of the resorts overall guest experience and will constantly seek out opportunities for guest-centric experiences in all outlets of the hotel that will drive guest engagement. The Guest Loyalty Manager will assist departments in putting processes in place that will ensure associates consistently provide the highest level guest experience. The Guest Loyalty Manager will ensure key business partner's standards are met and exceeded, including The Hotel Collection and Preferred Hotels & Resorts.

Responsibilities

• Oversee, motivate, develop and direct guest experience coordinators
• Build and develop a guest experience team that extends into the entire operation
• Monitor Medallia and report out analytics, trends, etc. to hotel leadership
• Maintain guest opportunity feedback platform
• Facilitate guest experience meetings and partner with Senior Leadership, to guide hotel leaders on the analytics of Medallia and Guest opportunity feedback platform
• Communicate and liaise closely with Reservations, Front Office, Housekeeping, Food & Beverage and Engineering to ensure follow up on any special problems and guest requests
• Oversees timely response to all guest concerns filtered through hotel departments, social media, and Medallia either in person, electronically or by phone.
• Work/communicate with 6 Pillars on timely update of assigned social media platforms
• Oversee pre-arrival guest contact program
• Coordinate guest amenity delivery program
• Establish, drive and execute guest preference program throughout hotel
• Daily review of arrivals, departures and in house guests to ensure proper handling of VIPS and their preferences and be able to discuss in daily and weekly meetings.
• Ensures adequate phone coverage for hotel main number
• Provide seamless arrival/departure experience for VIPs starting from reservation check, guest history profile search, pre-arrival communication emails, room inspection, porte cochere meet and greet, in-room check in, personalized itinerary and amenity programs, reviewing bill prior to departure, to meet upon departure, etc
• Maintain guest profile database to ensure repeat guests are recognized
• Oversee lobby ambassador program to ensure presence during peak traffic times to greet guests and assist them with their needs. Be visible in the lobby whenever a line exists to assist guests during their wait. Be present in the lobby during VIP arrivals to meet, greet, and assist in any way to ensure a memorable stay.
• Assist with front office operations which include front desk and other operational departments.
• Coordinate pre and post stay correspondence with guests
• Manages relevant expenses of the department and reviews daily amenity consumption
• Handles guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.
• Excellent problem resolution skills and appropriately weighs all sides of a situation and fairly compensate guests in a consistent fashion, when necessary. Utilize full empowerment to ensure guests are happy pre-stay, during, and post stay.
• Give recommendations for improvement and enhancement where needed. This will entail analyzing the top three problems every month with the hotel manager and department heads to come up with root causes and action plans to improve.
• Perform any additional duties as requests by the Director of Operations and/or Senior Leadership.

Qualifications

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Previous guest service experience required.
• Able to read, write, and speak English fluently.
• Excellent verbal and communication skills required.