DescriptionThe Guest Experience Manager supports the Guest Experience Director in the design, execution, and continuous improvement of organization-wide guest experience strategies at the Polynesian Cultural Center. This role is responsible for leading front-line teams, and ensuring consistent delivery of high-quality, culturally authentic visitor experiences across all touchpoints. The Manager works collaboratively to implement strategic initiatives, resolve guest concerns, and elevate service standards in alignment with the Center's mission and vision.
What You'll Do- Supports the implementation of organization-wide guest experience strategies, plans, and performance standards set by the Guest Experience Director.
- Leads and directs Guest Relations team responsible for guest interactions, service recovery, and timely resolution of concerns and complaints.
- Collaborates with department leaders across the organization to align processes, policies, and standards that support seamless, mission-aligned guest experiences.
- Leads Guest Experience Specialists team in the development and execution of new guest-focused initiatives and product enhancements.
- Leads Strategic Research & Development team responsible for guest research and feedback initiatives by monitoring surveys, comments, and trends to identify opportunities for service improvement.
- Leads Service Excellence Academy which trains and reinforces a culture of service excellence through training, coaching, performance management, and accountability measures.
Requirements- Bachelor's degree in Hospitality Management, Tourism, Business, or a related field - or equivalent combination of education and experience.
- 4 years of progressive experience in guest services, hospitality, or visitor operations, including at least 2 years in a supervisory or leadership capacity.
- Demonstrated ability to perform the essential functions of the position and effectively lead teams in a guest-facing environment.
Preferred Qualifications:- Prior experience in a high-volume cultural attraction, theme park, or resort setting.
- Professional certifications relevant to the role (e.g., ServSafe, CPR/First Aid, guest experience or leadership training).
- Bilingual or multilingual communication skills.
- Demonstrated experience with guest feedback systems and service quality improvement initiatives.
Benefits:- Competitive salary: $80,371.20 - $94,868.80
- 401(k) with employer matching.
- Comprehensive medical and dental benefits.
- Paid time off, Employee Assistance Program (EAP), and wellness benefits.
- Professional development opportunities.
- Employee perks and discounts.
All applicants must be available for an on-site interview at the Polynesian Cultural Center in Laie, HI. Please note that the Polynesian Cultural Center will not provide relocation or travel expense reimbursements related to this application or hiring process.
