Guest Experience Manager - Kona Village

Job Description

We believe that life is made of many journeys: Inspiration, Wonderment, Curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. Kona Village a Rosewood Resort currently seeks a Guest Experience Manager/Chief Butler who is a well-rounded and seasoned individual to be part of our iconic Resort. Job summaryReporting to the Director of Rooms, the Guest Experiences Manager/Chief Butler is responsible for supervising the Guest Relations Manager, and Guest Experience Team. They will be required to conduct the duties in a courteous, safe, and efficient manner, in accordance with Kona Village, a Rosewood Resort’s policies and procedures, ensuring that a high level of service is maintained.The Guest Experience Team will learn the personal preferences of the guests and ensure that the suite services are delivered in a proactive, discreet, timely, thoughtful, and unobtrusive manner. The Guest Experience Manager will provide leadership to the team, ensuring the property and the services provided are of a high standard and in line with the resort’s standards and budgets. Essential Duties and Responsibilities – (Key Activities) 

• Direct supervision of the Guest Relations Manager, and Guest Experience Agents, scheduling the roster and coordinating agents’ assignments to Hale and Ohana Suites.
• 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.

Other Standard Responsibilities· Complies to the company policies.· Works within all pre-set budgetary limits.· Takes on other tasks in addition of the ones stated, in a reasonable framework.· Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.· Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.· Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.· Models the company’s culture, vision, mission and core values at all times. Others· While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates. Experience / Required Skills: · Diploma in Hotel Management and/ or Butler Accreditation or an equivalent combination of education and work-related experience.· Minimum five-year experience in a similar role / capacity.· Proficiency with IT systems including Opera, Alice, KnowCross, and Microsoft Office Suite· Exposure to 5-star and or ultra-luxury hotel environment essential· Culturally sensitive and able to able to work with a multicultural team· Island-Resort experience is preferred.· Able to drive with passion and lead with inspiration
· General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
· Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.
· Language: Required to speak, read and write English, with fluency in other languages preferred.
· Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.· Licenses & Certifications: Clean driving record is a must.Salary: $81,000/annually

About Us

Located on the Kona Coast of the Big Island of Hawai‘i, the iconic Kona Village Resort opens its doors and welcomes back ‘ohana (family) to the historic and culturally rich destination in 2023. Spanning 81 acres of stunning geologic landscape and richness, Kona Village, A Rosewood Resort draws inspiration from the history of the site, local culture and natural elements. 

Less than 10 miles north of the Kona International Airport, Kona Village, A Rosewood Resort debuts 150 unique, standalone guest hales with locally-inspired décor and a privileged sense of seclusion. An array of distinct dining venues, including the original resort’s beloved Shipwreck Bar and Talk Story Bar, offers elevated yet relaxed experiences. The resort also offers an array of event spaces and outdoor activities, making it an exceptional destination for meetings, events and celebrations.

General Information

Country/Region United States of America Province/City Hawaii Hiring Entity Kona Village Resort, A Rosewood Resort Department Rooms - Front Office Job Type Full-time Permanent