Manager, Guest Experience Ka Haku, a Hilton Club

Description

The Guest Experience Manager supports Front Office and resort operations by overseeing guest experience initiatives and ensuring consistent delivery of service standards.

The Guest Experience Manager also provides guest-facing leadership focusing on service recovery guest engagement and cross department coordination. This role works closely with leadership teams to identify opportunities to enhance the guest journey and ensure a memorable and personalized experience.

If you are passionate about hospitality thrive in sophisticated environments and enjoy leading teams to deliver outstanding service moments this is an opportunity to make a meaningful impact in one of Hawaiʻis most dynamic resort settings!

Heres why youll love it here - We offer an excellent benefits package to our full-time Team Members that include:

• Salary Range: $72000 - $78000 annually
• Medical Dental and Vision insurance from Day One
• Financial Wellness - 401k plan with company match Life insurance Company stock purchase program
• Team Member Travel Program - enjoy discounted rates at incredible properties around the globe
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities... and more!

HGV received four out of five stars for promoting work-life balance and family-friendly benefits. It is also named one of Newsweeks Americas Greatest Workplaces for Parents & Families. Over 30 years our highest honor is the loyalty of our Owners Members and Guests. Our dedicated Team Members have earned additional recognition for their remarkable work.

Additional Responsibilities

• Serve as a visible frontofhouse presence engaging with guests and owners to ensure a welcoming and personalized experience.
• Proactively identify and resolve guest concerns handling service recovery with professionalism and urgency.
• Support room assignments and special requests ensuring guest preferences and expectations are met.
• Act as a liaison between guests and internal departments to ensure seamless communication and service delivery.
• Partner with Front Office Housekeeping Engineering and other teams to support operational readiness and guest satisfaction.
• Monitor guest feedback and identify opportunities to improve service delivery and overall experience.
• Support and coordinate guest engagement initiatives events or activities that enhance the guest experience.
• Ensure service standards are consistently applied across all guest touchpoints.
• Provide guidance and support to frontofhouse teams to reinforce service expectations and best practices.
• Assist in developing and improving workflows and processes to enhance efficiency and service quality.
• Maintain awareness of VIP arrivals special events and highpriority guests to ensure elevated service delivery.
• Communicate effectively with leadership regarding guest trends concerns and opportunities.
• Promote a culture of service excellence accountability and continuous improvement.
• Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork Ownership Now
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

What are we looking for

Hilton Grand Vacations is a leader in the vacation ownership industry operating with an unwavering dedication to innovation quality and continued growth.

To fulfill this role successfully you have the following minimum qualifications and experience:

• High school graduate or equivalent experience
• At least one year of managerial experience in a hotel preferably in a Front office capacity.
• 1 years of relevant experience
• Strong guest service mindset with the ability to deliver personalized and attentive service.
• Excellent interpersonal and communication skills.
• Proficiency with computer applications for guest tracking communication and reporting.
• Ability to resolve guest concerns using sound judgment and professionalism.
• Strong problem solving and decision-making skills in dynamic environments.
• Ability to build effective working relationships across departments.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work in a highly guest-facing fast paced environment.
• Ability to maintain a professional presence consistent with a luxury hospitality environment.
• Ability to work a flexible schedule including weekends evenings and holidays as required by operational needs.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Associates degree or College Diploma
• 3 years of relevant experience
• More than 2 years of management or supervisory experience
• Prior experience in guest services front office or hospitality operations.
• Experience in a resort timeshare or luxury property.
• Experience handling guest relations or service recovery situations.
• Familiarity with front office systems and operations.
• Experience supporting or coordinating guest programs or events.
• Bilingual Japanese communication skills preferred.

When you become part of Hilton Grand Vacations you join a group committed to helping Owners and Guests make every vacation unforgettable. Hilton Grand Vacations is a top vacation ownership company turning Guests vacation dreams into reality.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.

We will provide reasonable accommodation to individuals with disabilities for the application or interview process. We also offer accommodations to perform essential job functions and to receive employment benefits and privileges. Please contact us to request accommodation.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Yearly Salary Salary: 72000 - 78000