Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $18.75 - $21.25
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
collaborative work environment
Job Description
The LineUp at Wai Kai, located in Ewa Beach, Hawai'i, is a premier waterfront destination known for its exceptional guest service and vibrant community atmosphere. As a prominent locale in West O'ahu, The LineUp at Wai Kai offers a variety of outdoor activities, dining, shopping, and event experiences that cater to both locals and visitors alike. This destination prides itself on delivering a seamless and memorable experience for every guest, making it a standout spot in Hawai'i. The establishment emphasizes quality, consistency, and care, fostering a welcoming environment that highlights the natural beauty of the waterfront while supporting local businesses and events.
The Guest Experience Supervisor position at The LineUp at Wai Kai is a full-time, exempt role that plays a crucial part in managing the front-line guest experience team. Reporting directly to the Guest Experience Manager, this role is designed for a dynamic, hands-on leader who thrives in a guest-facing environment and is passionate about team development and operational excellence. The Supervisor is responsible for overseeing guest interactions across various touchpoints including the contact center, reservations, and onsite experiences at Launch Plaza, Launch Boardwalk, and Nalo Kai. This role requires a strong balance between providing excellent service and maintaining operational efficiency.
As the Guest Experience Supervisor, you will lead and coach a team of Guest Experience Representatives, ensuring that high service standards are consistently met. Your expertise will be essential in managing guest offerings, packages, policies, and promotions, as well as handling escalated guest concerns with professionalism and tact. Furthermore, you will contribute to recruiting, onboarding, and training new team members, promoting a positive and collaborative team culture focused on accountability and guest satisfaction.
Collaboration is key to success in this role. You will work closely with the Guest Experience Manager to align leadership goals and support special events to guarantee seamless guest experiences. Your ability to analyze guest feedback, identify workflow improvements, and provide actionable insights will help elevate overall service quality. This position demands flexibility to work nights, weekends, holidays, and special events, reflecting the dynamic nature of the hospitality industry.
If you are a motivated leader with strong communication skills, a keen eye for detail, and a passion for delivering exceptional guest experiences in a fast-paced, outdoor waterfront setting, this opportunity at The LineUp at Wai Kai is an ideal match. Join a growing destination that prioritizes quality service and a vibrant team culture where your leadership will directly impact both guest satisfaction and operational success.
The Guest Experience Supervisor position at The LineUp at Wai Kai is a full-time, exempt role that plays a crucial part in managing the front-line guest experience team. Reporting directly to the Guest Experience Manager, this role is designed for a dynamic, hands-on leader who thrives in a guest-facing environment and is passionate about team development and operational excellence. The Supervisor is responsible for overseeing guest interactions across various touchpoints including the contact center, reservations, and onsite experiences at Launch Plaza, Launch Boardwalk, and Nalo Kai. This role requires a strong balance between providing excellent service and maintaining operational efficiency.
As the Guest Experience Supervisor, you will lead and coach a team of Guest Experience Representatives, ensuring that high service standards are consistently met. Your expertise will be essential in managing guest offerings, packages, policies, and promotions, as well as handling escalated guest concerns with professionalism and tact. Furthermore, you will contribute to recruiting, onboarding, and training new team members, promoting a positive and collaborative team culture focused on accountability and guest satisfaction.
Collaboration is key to success in this role. You will work closely with the Guest Experience Manager to align leadership goals and support special events to guarantee seamless guest experiences. Your ability to analyze guest feedback, identify workflow improvements, and provide actionable insights will help elevate overall service quality. This position demands flexibility to work nights, weekends, holidays, and special events, reflecting the dynamic nature of the hospitality industry.
If you are a motivated leader with strong communication skills, a keen eye for detail, and a passion for delivering exceptional guest experiences in a fast-paced, outdoor waterfront setting, this opportunity at The LineUp at Wai Kai is an ideal match. Join a growing destination that prioritizes quality service and a vibrant team culture where your leadership will directly impact both guest satisfaction and operational success.
Job Requirements
- High school diploma or GED required
- Minimum two years of customer service experience in a guest-facing role
- Previous supervisory or leadership experience strongly preferred
- Experience with ticketing, reservations, or call center operations is a plus
- Fluency in oral and written English
- Flexible availability required, including nights, weekends, holidays, and special events
- Ability to lift up to 25 pounds as needed
- Comfortable working in a fast-paced, guest-facing environment
- Prolonged periods of standing, walking, and engaging with guests
- Outdoor work conditions may include varying weather, noise, and exposure to natural elements
Job Qualifications
- High school diploma or GED required
- Associate or bachelor’s degree preferred
- Minimum two years of customer service experience in a guest-facing role
- Previous supervisory or leadership experience strongly preferred
- Experience with ticketing, reservations, or call center operations is a plus
- Strong leadership and supervisory skills with the ability to coach and mentor others
- Excellent verbal and written communication skills
- Solid understanding of guest experience best practices and service recovery
- Proficiency with POS systems, booking platforms, and contact center operations
- Strong problem-solving skills and ability to manage escalations professionally
- Highly organized with strong attention to detail
- Comfortable working in a fast-paced, guest-facing environment
Job Duties
- Provide daily coaching, guidance, and support to Guest Experience Representatives
- Ensure consistent guest service delivery and address escalated guest concerns
- Assist with recruitment, onboarding, and training of new team members
- Promote a positive, accountable, and collaborative team culture
- Serve as a knowledge expert on all guest offerings, including packages, pricing, policies, and promotions
- Oversee guest interactions across the Contact Center, Launch Plaza, Launch Boardwalk, and Nalo Kai
- Monitor booking processes, reservations, and guest inquiries across service platforms
- Step in to support frontline operations as needed, including bookings, reservations, and phone inquiries
- Identify opportunities to improve guest experience workflows and operational efficiency
- Monitor guest interactions and provide feedback to elevate service standards
- Assist with collecting, analyzing, and reporting guest feedback and trends
- Work closely with the Guest Experience Manager to align on goals and daily operations
- Support events and special activations to ensure seamless guest experiences
- Collaborate across departments to maintain consistent service delivery
- Maintain clear, timely communication with leadership and team members
- Perform other duties as assigned to support guest experience, event operations and overall business objectives
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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