Highgate Hotels Guest Experience Coordinator (On-Call) in Honolulu, Hawaii

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. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B 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.

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.


The Guest Experience Coordinator is responsible for engaging Resort guests in an attentive, courteous and efficient manner and enhancing their stay at our resort. This role will be responsible for responding and engaging with guests in all Front of House areas, facilities and outlets. The Guest Experience Coordinator will provides assistance when applicable, identify proper providers of requests and inquiries, and be a leader in service recovery.

  • Maintain a warm and friendly demeanor at all times.

  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

  • Must be able to multitask and prioritize departmental functions to meet deadlines.

  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

  • Attend all hotel required meetings and trainings.

  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

  • 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 apply complex information, data, etc. from various sources to meet appropriate objectives.

  • Must be able to cross-train in other hotel related areas.

  • Must be able to maintain confidentiality of information.

  • Must be able to show initiative, including anticipating guest or operational needs.

  • Perform other duties as requested by management.

  • Education & Experience:

  • College course work in related field helpful.

  • Experience in a hotel or a related field preferred.

  • High School diploma or equivalent required.

  • Computer experience required.

  • Customer Services experience preferred.

  • Flexible and 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.

  • Ability to stand during entire shift.

  • Fundamental Requirements

  • Greet and welcome all guests to the Resort in accordance Alohilani and Highgate Hotel standards.

  • Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.

  • Supply guests with directions, recommendations and applicable services.

  • Actively promote all Resort Outlets, programs and facilities to all guests.

  • Respond to guest complaints and act as a leader of service recovery.

  • Support the Guest Experience Manager with enhancing our guests’ stay at the resort.

  • Understand and champion our guest service goals.

  • Ensure the coordination and delivery of packages, mail and messages to guests and meeting rooms.

  • Review all property Memos and Alohilani Dial daily.

  • Be familiar with all in-house groups, functions and reservation promotions.

  • Have knowledge of emergency procedures and assist as needed.

  • Use proper two-way radio etiquette at all times when communicating with other employees.

  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

  • Maintain a clean work area.

External Job Posting Title: Guest Experience Coordinator (On-Call)

Job ID: 2018-4776

External Company Name: Highgate Hotels, L.P., a Delaware Limited Partnership

External Company URL: www.highgate.com