Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.
Location
The all-new, vibrant ‘Alohilani Resort Waikiki Beach blends indoor and outdoor luxury to elevate the experience of Oahu resorts. Every space has been envisioned by award-winning design firm, Rockwell Group. Fresh, welcoming and relaxing, it’s an oasis of tranquility in the heart of Waikiki.
Experience our spacious, welcoming lobby and captivating 280,000 gallon Oceanarium unique to Honolulu resorts. Coming soon, the destination pool deck with private cabanas will offer a saltwater infinity pool, a shallow-water pool and club for kids, and a pool bar that seamlessly transitions from day to night. With a location steps from Waikiki Beach, it’s where Hawaii vacations turn moments into memories.
Our resort is proudly named in honor of Queen Lili‘uokalani, the last reigning monarch of the Hawaiian Kingdom. Beloved by her people, she was a music composer, an author and an ardent supporter of her culture. Her spirit is infused into the resort, which shares the same privileged location as her beachside home Ke‘alohilani, meaning the royal brightness. Welcome to a fresh perspective on resorts in Waikiki. ‘Alohilani Resort Waikiki Beach.
OverviewThe Guest Loyalty Manager will serve as a department head in the daily leadership of the Guest Experience Team and will be the main point of contact for VIP guests, assisting with their stay from start to finish. The Guest Loyalty Manager is responsible for monitoring and assisting in the quality of the resorts overall guest experience and will constantly seek out opportunities for guest-centric experiences in all outlets of the hotel that will drive guest engagement. The Guest Loyalty Manager will assist departments in putting processes in place that will ensure associates consistently provide the highest level guest experience. The Guest Loyalty Manager will ensure key business partner’s standards are met and exceeded, including The Hotel Collection and Preferred Hotels & Resorts.
Responsibilities Maintain a warm and friendly demeanor and be an Ambassador of Aloha Spirit at all times. Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.Must be able to multitask and prioritize departmental functions to meet deadlines.Able to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.Attend all hotel required meetings and trainings including daily operations meetings, weekly resume meeting, monthly leaders meetings, and quarterly general sessions. Conducts monthly departmental meetings and attends other departmental monthly meetings. Assist with manager on duty coverage.Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.Ensures the department is kept in an organized manner, maximizing efficiency and productivity and achieving established goals; promotes harmony between all departments.Maintain high standards of personal appearance and grooming, which include wearing nametags.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.Must be able to maintain confidentiality of information.Oversee, motivate, develop and direct guest experience coordinatorsBuild and develop a guest experience team that extends into the entire operation Monitor Medallia and report out analytics, trends, etc. to hotel leadership team.Maintain guest opportunity feedback platformFacilitate guest experience meetings and partner with Senior Leadership, to guide hotel leaders on the analytics of Medallia and Guest opportunity feedback platformCommunicate and liaise closely with Reservations, Front Office, Housekeeping, Food & Beverage and Engineering to ensure follow up on any special problems and guest requestsOversees timely response to all guest concerns filtered through hotel departments, social media, and Medallia either in person, electronically or by phone. Work/communicate with 6 Pillars on timely update of assigned social media platforms Oversee pre-arrival guest contact programCoordinate guest amenity delivery programEstablish, drive and execute guest preference program throughout hotelDaily review of arrivals, departures and in house guests to ensure proper handling of VIPS and their preferences and be able to discuss in daily and weekly meetings.Ensures adequate phone coverage for hotel main numberProvide seamless arrival/departure experience for VIPs starting from reservation check, guest history profile search, pre-arrival communication emails, room inspection, porte cochere meet and greet, in-room check in, personalized itinerary and amenity programs, reviewing bill prior to departure, to meet upon departure, etcMaintain guest profile database to ensure repeat guests are recognizedOversee lobby ambassador program to ensure presence during peak traffic times to greet guests and assist them with their needs. Be visible in the lobby whenever a line exists to assist guests during their wait. Be present in the lobby during VIP arrivals to meet, greet, and assist in any way to ensure a memorable stay. Assist with front office operations which include front desk and other operational departments.Coordinate pre and post stay correspondence with guestsManages relevant expenses of the department and reviews daily amenity consumptionHandles guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.Excellent problem resolution skills and appropriately weighs all sides of a situation and fairly compensate guests in a consistent fashion, when necessary. Utilize full empowerment to ensure guests are happy pre-stay, during, and post stay. Give recommendations for improvement and enhancement where needed. This will entail analyzing the top three problems every month with the hotel manager and department heads to come up with root causes and action plans to improve. Perform any additional duties as requests by the Director of Operations and/or Senior Leadership. Qualifications At least 5 years of progressive experience in a hotel or a 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 required.Must be proficient in Windows, Company approved spreadsheets and word processing.Previous guest service experience required.Able to read, write, and speak English fluently. Excellent verbal and communication skills required.Long hours sometimes required.Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Salary Range: $68,000.00 - $75,000.00 / per year
Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.
The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law.