Guest Experience Manager

Marriott International is a globally recognized leader in the hospitality industry, known for its commitment to excellence, innovation, and creating memorable experiences for guests around the world. Located at 2255 Kalakaua Ave, Honolulu, Hawaii, this particular property is part of the distinguished Sheraton Hotels & Resorts portfolio under Marriott International. With a rich heritage dating back to 1937, Sheraton has established itself as "The World's Gathering Place," emphasizing community, connection, and superior service across its more than 400 locations worldwide. Marriott International prides itself on fostering a diverse and inclusive work environment where associates are celebrated for their unique backgrounds, cultures, talents, and experiences. This approach not only benefits employees but also enriches the guest experience, making every visit special and distinctive. The company is committed to equal opportunity employment, non-discrimination, and providing access to opportunity for all individuals, including those with disabilities and veterans. The property offers a full-time Management position with an annual salary range of $69,450 to $85,000, along with the potential for bonus eligibility. Employees are entitled to a comprehensive benefits package that includes health care, flexible spending accounts, 401(k) plans, accrued paid time off including sick leave, life insurance, disability coverage, and other wellness benefits. This role is pivotal to maintaining the high standards and quality service Marriott International is renowned for, serving both the guests and the team effectively.

The Manager on Duty at this Sheraton property plays a crucial role in overseeing all property operations across guest services and front desk activities. Acting as the representative for property management, this individual ensures that hospitality and service meet the highest levels of standards, quickly and effectively resolving guest-related situations and managing the flow of inquiries within the lobby area. Beyond operational oversight, the Manager on Duty also functions as the Guest Relations Manager, tracking service issues, and developing solutions to enhance guest satisfaction and retention. This leadership role requires not only managing the day-to-day activities of guest services teams but also fostering a culture of integrity, mutual respect, cooperation, and teamwork. The Manager is expected to serve as a role model, demonstrating outstanding hospitality skills, leading by example, and publicly recognizing team members' successes to motivate and build a strong, collaborative work environment.

In addition to leadership and guest relations, the Manager on Duty is responsible for setting clear goals and priorities for the team, handling conflicts, and ensuring seamless communication with all departments to support property operations. This position oversees financial aspects such as payroll administration and budgeting as related to the department, maintaining stringent adherence to policies including disciplinary procedures and employee coaching. The role also involves participating in human resource activities like employee development, training, performance evaluations, and progressive discipline to ensure sustained team growth and high performance. Furthermore, this person manages critical response protocols during emergencies and maintains a visible presence in public areas during peak times to uphold property integrity and employee wellbeing. Overall, this role demands a dynamic leader who is capable of balancing operational efficiency with exceptional customer service to help uphold Marriott’s brand values and guest experience standards.