Director of Asia Guest Services

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

The Director of Asia Guest Services is responsible for the quality of the experience for our Asian market, including, but not limited to, the activation of various hotel public areas and cultural connections. He/she has oversight of the process and preparation of Asian wholesale and group arrivals and departures to ensure overall satisfaction and loyalty for Highgate Hotels Waikiki.

Fundamental Requirements:

• Acts as a liaison between resort management and Asian customers, including tour operators, escalated guest recovery assistance.
• Ensure that resort associates complete established procedures in accordance with policies and procedures.
• Responsible for Asia Guest Services Lobby experience in partnership with Front Desk.
• Assists wholesaler partners and travel agents with complaints, issues or concerns on behalf of their customers.
• Actively seek opportunities and implement processes to improve the experience for our Asian guests.
• Provides Japanese language support for other departments in the resort.
• Prepares and delivers various guarantees concerning room inventory, room assignments, special request accommodation, various F&B meal coupons and other package inclusions.
• Coordinates room blocks, room inventory, room assignments, key issuance, meal coupon arrangement, and tour desk assignments for wholesale guests including group tours.
• Assists the execution of the Asia Sales department with special requests, site inspections, room shows, or other tasks as needed.
• Builds and manages the relationship with local Japan wholesalers.
• Maintain appropriate inventory of AGS collateral and gifts.
• Create SOPs to ensure consistent service to our Japan market guests.
• Ability to use computerized equipment and programs in Lightspeed, Transcendent, ADP or other programs to provide administrative support as required.
• Ensure proper knowledge of all packages and market trends pertaining to the Asia Marketing, and adjust operations accordingly.
• Monitor trends associated with service levels/guest complaints, primarily as they pertain to the Asian market. Chart out possible trends in the hotel through utilization of Revinate to work proactively with the department managers on resolutions for top problems and trends in the hotel.
• Serve as ambassador to greet guests in the Asia Guest Services Lounge and assist them with their needs. Be visible in the Asia Guest Services reception area 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.
• Perform administration duties as needed to include compiling reports for the Executive Office.
• Appropriately weigh 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.
• Attend departmental and morning meetings and take notes and distribute to the operational team.
• Perform other duties as requested by the Executive Office.

Other:

• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the resort:
• Support Guest Services Managers, Guest Experience Manager, and Director of Rooms.
• Provide other services as requested by the Executive Office and Sales and Marketing.

• 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.
• Managerial experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Previous guest service experience required.
• Must be native level Japanese -- reading, writing, and speaking.
• 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.
• Maintain a warm and friendly demeanor and be an Ambassador of Aloha Spirit at all times.
• 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 and area 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 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.
• Monitor and ensure compliance with SOPs in the Front Office and Food & Beverage areas.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Work in conjunction with the Director of Operations/Hotel manager to prepare the Front Office annual budget.
• Participate in required M.O.D. program as scheduled.
• Assist in preparation of revenue and occupancy forecasting.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and requests.
• Ensure overall guest satisfaction.
• Involvement in the Lobby Ambassador coverage.
• Ensure overall associate satisfaction.

Salary is $70,000 - $75,000 per year