Guest Experience Manager

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Guest Experience Manager leads initiatives that improve the guest journey from arrival through departure. Typical requirements include hotel or resort experience, strong communication and problem-solving skills, leadership ability, proficiency with guest-service systems, and flexibility to work weekends, holidays, and varying shifts. The successful candidate is expected to monitor satisfaction scores, resolve complaints professionally, coordinate with front-office and operational departments, coach associates, recognize returning and VIP guests, and maintain Marriott service standards. Knowledge of luxury or high-volume resort operations and familiarity with Hawaiian culture and hospitality are advantageous.

About the employer

Sheraton Waikiki Beach Resort is a large beachfront hotel in Honolulu, Oahu, operated under the Sheraton brand by Marriott International. Located in the heart of Waikiki, the resort serves leisure travelers, families, groups, and business guests, with extensive accommodations, restaurants, meeting facilities, pools, and oceanfront amenities. Marriott International is one of the world’s leading hospitality companies, operating a broad portfolio of hotels and resorts across many brands and countries. Sheraton properties generally focus on welcoming service, comfortable stays, business and social gathering spaces, and locally connected guest experiences. Employees work in a fast-paced, multicultural environment where teamwork, professionalism, guest recovery, and attention to detail are important. Benefits may include discounted stays, health coverage, retirement plans, paid leave, and career development, depending on eligibility and employment terms.