Guest Experience Assistant Manager

"When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means. "

We are looking for a Guest Experience Assistant Manager with a strong service mindset, inspiring leadership skills, and a passion for excellence. In this role, you will be responsible for transforming every stay into an unforgettable experience, leading a team dedicated to exceeding our guests’ expectations at every touchpoint.

Your Mission

Design, lead, and elevate the guest experience from arrival to departure, ensuring warm, personalized, and exceptional service aligned with the highest standards of hospitality.

What You Will Do

• Lead, mentor, and develop the Guest Services team to deliver outstanding service.
• Create memorable experiences that delight guests and foster loyalty.
• Resolve complex situations with empathy, professionalism, and a solution-oriented approach.
• Collaborate with all departments to ensure seamless operations and a holistic guest experience.
• Analyze guest satisfaction metrics and implement continuous improvement strategies.
• Promote a culture of hospitality, innovation, and service excellence.
• Identify opportunities to personalize each guest’s experience.
• Ensure compliance with the hotel's quality and luxury standards.

What We Are Looking For

• Proven experience leading teams in hotels, resorts, or hospitality-related organizations.
• A genuine passion for guest service and customer satisfaction.
• Excellent leadership, communication, and conflict-resolution skills.
• Ability to inspire teams and foster a guest-centric culture.
• Advanced English proficiency; a second language is considered an asset.
• Results-driven mindset with a focus on innovation and continuous improvement.

Why Join Us?

Because here, you will have the opportunity to lead one of the most important areas of the hotel: the one that transforms a stay into an unforgettable memory. We are looking for individuals who believe that hospitality goes beyond service and who genuinely enjoy making every guest feel truly welcome.

Qualifications

Requirements

• Three years of experience in supervisory or leadership roles within Front Office, Guest Relations, or Concierge operations in luxury lifestyle hotels.
• Bachelor’s degree in Hospitality Management, Tourism, or a related field .
• Bilingual proficiency in English and Spanish (advanced level).
• Demonstrated success in leading teams and building strong interpersonal relationships.
• Proven experience in guest service management and the delivery of exceptional guest experiences .

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