Job Overview
Employment Type
Hourly
Work Schedule
Standard Hours
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
overtime pay
Job Description
Highgate Hotels is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. Founded with a visionary approach to hospitality, Highgate offers expert guidance through all stages of the property lifecycle, including planning, development, recapitalization, and disposition. The company has built a reputation for innovation and excellence over its 30-year history, managing a diverse range of lifestyle hotel brands, legacy brands, and independent hotels and resorts. Highgate emphasizes contemporary programming and digital expertise, employing industry-leading revenue management tools to maximize asset value by accurately predicting and responding to market dynamics. With a seasoned executive team and global corporate presence, Highgate is a trusted partner for ownership groups and major hotel brands alike. For more information, visit www.highgate.com.
The Ambassador Hotel of Waikiki, part of the Tapestry Collection by Hilton and managed by Highgate Hotels, is located in the heart of Waikiki on the south shore of Honolulu. This hotel offers 311 spacious guest rooms designed to provide the comforts of home combined with the warm spirit of Aloha. The hotel prides itself on delivering attentive and friendly service, ensuring guests experience a memorable and welcoming stay.
We are currently seeking a Guest Experience Manager (OEM) to join our team at the Ambassador Hotel of Waikiki. This pivotal management role focuses on overseeing the operations of Guest Services, Concierge, and Uniformed Services/Transportation departments. The Guest Experience Manager is tasked with ensuring that all guest interactions are handled attentively, efficiently, and courteously, thereby enhancing guest satisfaction while driving room revenue and occupancy. This hourly OEM position involves overtime pay as applicable and requires a proactive and leadership-driven individual dedicated to maintaining high standards of service.
The role demands a comprehensive approach to managing guest relations—from promptly responding to guest requests and complaints to motivating, coaching, and disciplining staff in accordance with Highgate's Standard Operating Procedures (S.O.P.s). The Guest Experience Manager must possess strong communication and organizational skills, oversee hiring and training, prepare employee schedules in line with business forecasts and payroll budgets, and ensure compliance with financial and operational policies, including accurate revenue forecasting and cash handling.
In addition to leading daily operational activities, the Guest Experience Manager plays a critical role in fostering team morale and maintaining effective communication across departments such as Housekeeping, Reservations, and Accounting. Utilizing front office computer systems for software maintenance, report generation, and programming is part of the daily routine. Managing radio communications and enforcing radio etiquette, overseeing lost and found procedures, maintaining key control systems, and ensuring that VIP guests receive exceptional service are vital responsibilities.
This position requires a hands-on leader who can multitask, prioritize, and take ownership of all departmental functions to meet deadlines. Commitment to guest service excellence, adherence to company policies, and maintaining a professional demeanor are essential. The Guest Experience Manager will also participate in management on duty (M.O.D.) programs and contribute to monthly team meetings, aligning with the overall hotel mission and Highgate's philosophy of service.
As a highly visible leadership role, this position is ideal for candidates with previous supervisory experience in hospitality who thrive in dynamic, guest-focused environments and are eager to contribute to the success and growth of a well-respected hotel under the Highgate Hotels umbrella.
The Ambassador Hotel of Waikiki, part of the Tapestry Collection by Hilton and managed by Highgate Hotels, is located in the heart of Waikiki on the south shore of Honolulu. This hotel offers 311 spacious guest rooms designed to provide the comforts of home combined with the warm spirit of Aloha. The hotel prides itself on delivering attentive and friendly service, ensuring guests experience a memorable and welcoming stay.
We are currently seeking a Guest Experience Manager (OEM) to join our team at the Ambassador Hotel of Waikiki. This pivotal management role focuses on overseeing the operations of Guest Services, Concierge, and Uniformed Services/Transportation departments. The Guest Experience Manager is tasked with ensuring that all guest interactions are handled attentively, efficiently, and courteously, thereby enhancing guest satisfaction while driving room revenue and occupancy. This hourly OEM position involves overtime pay as applicable and requires a proactive and leadership-driven individual dedicated to maintaining high standards of service.
The role demands a comprehensive approach to managing guest relations—from promptly responding to guest requests and complaints to motivating, coaching, and disciplining staff in accordance with Highgate's Standard Operating Procedures (S.O.P.s). The Guest Experience Manager must possess strong communication and organizational skills, oversee hiring and training, prepare employee schedules in line with business forecasts and payroll budgets, and ensure compliance with financial and operational policies, including accurate revenue forecasting and cash handling.
In addition to leading daily operational activities, the Guest Experience Manager plays a critical role in fostering team morale and maintaining effective communication across departments such as Housekeeping, Reservations, and Accounting. Utilizing front office computer systems for software maintenance, report generation, and programming is part of the daily routine. Managing radio communications and enforcing radio etiquette, overseeing lost and found procedures, maintaining key control systems, and ensuring that VIP guests receive exceptional service are vital responsibilities.
This position requires a hands-on leader who can multitask, prioritize, and take ownership of all departmental functions to meet deadlines. Commitment to guest service excellence, adherence to company policies, and maintaining a professional demeanor are essential. The Guest Experience Manager will also participate in management on duty (M.O.D.) programs and contribute to monthly team meetings, aligning with the overall hotel mission and Highgate's philosophy of service.
As a highly visible leadership role, this position is ideal for candidates with previous supervisory experience in hospitality who thrive in dynamic, guest-focused environments and are eager to contribute to the success and growth of a well-respected hotel under the Highgate Hotels umbrella.
Job Requirements
- High school diploma or equivalent
- At least 5 years of relevant hospitality experience or equivalent education
- Supervisory experience required
- Proficiency in computer software including Windows and Microsoft Office
- Valid driver's license
- Ability to lift up to 20 pounds occasionally
- Strong interpersonal and communication skills
- Flexibility to work long and light hours as required
- Capacity to maintain professional appearance and demeanor
- Ability to comply with company standards and regulations
- Willingness to attend required meetings and trainings
- Capacity to effectively multitask and prioritize
- Strong problem-solving skills
- Ability to maintain confidentiality
- Willingness to perform other duties as requested
Job Qualifications
- At least 5 years of progressive experience in a hotel or 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
- Proficiency in Windows, company approved spreadsheets and word processing
- Valid driver's license from the applicable state
- Ability to maintain a warm and friendly demeanor
- Effective verbal and written communication skills
- Ability to multitask and prioritize departmental functions
- Attendance at all required hotel meetings and trainings
- Ability to handle problems including anticipating, preventing, identifying and solving issues
- Capability to understand and evaluate complex information and maintain confidentiality
Job Duties
- Respond to all guests’ requests, problems, complaints and/or accidents in an attentive, courteous and efficient manner
- Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s
- Carry a cell phone at all times
- Prepare and conduct all Guest Services interviews and follow hiring procedures
- Develop employee morale and ensure training of Guest Services personnel
- Maximize room revenue and occupancy by reviewing status daily
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Attend daily and monthly Rooms Merchandizing meetings
- Participate in required M.O.D. program as scheduled
- Review Guest Services staff's worked hours for payroll compilation and submit to Accounting timely
- Prepare employee schedule according to business forecast, budget, and productivity requirements
- Ensure no-show revenue is maximized through consistent and accurate billing
- Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
- Ensure Wage Progress, Productivity and Ten Day Forecast are completed on time
- Maintain a professional working relationship and promote open communication with managers, employees and departments
- Work closely with Accounting on follow-up items
- Operate all aspects of the Front Office computer system including software maintenance, report generation and analysis
- Monitor operation of the P.B.X. console and ensure adherence to Highgate Hotel S.O.P.'s
- Ensure staff greet and welcome all guests properly
- Ensure implementation of all Highgate Hotel policies and house rules
- Ensure sign off of all Service Standards by Position for Guest Services staff
- Assist in preparation of revenue and occupancy forecasting
- Ensure logging and delivery of all messages, packages and mail timely and professionally
- Maintain constant communication with Housekeeping, Reservations and Credit Manager
- Operate radios efficiently and professionally and ensure proper use of radio etiquette
- Coordinate implementation of Highgate Hotel philosophy of service
- Ensure correct and accurate cash handling at the Front Desk
- Follow and enforce all Highgate Hotel credit policies
- Ensure staff are attentive, friendly, helpful and courteous at all times
- Maintain and monitor Lost and Found procedures according to standards
- Establish and maintain key control system
- Ensure participation in monthly team meetings
- Focus Guest Services Department on contributing to Guest Service and audit scores
- Monitor VIP and special guest requests
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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