Customer Relations Manager Jobs in Hawaii (NOW HIRING)

About Us:

The Ala Moana Hotel by Mantra is part of the Accor Hotel group that consists of more than 4,900 hotels across 39 global brands in 110 countries. The Hotel itself is a landmark Honolulu hotel and is seen by many as the Kama’aina hotel of choice to stay and to work.

Accor Hotels offer opportunities, growth, and a culture of inclusion to let each individual shine. We place people at the heart of what we do, and nurture real passion for service and achievement beyond limits.

Job Summary:
The Owner Relations Manager develops and maintains relationships with existing owners and new investors, with the aim of retaining and growing keys under the Ala Moana Hotel by Mantra rental program management. The growth will be achieved by actively reviewing key lost trends as well as identifying opportunities for growth. They will implement strategies and campaigns in order to grow new keys, monitor and track key losses and support the retention of our existing keys across the Hotel.

Duties

• Provide a high level of service to all Unit Owners and potential Owners within Ala Moana Hotel at all times.
• Maintain a high level of market and product knowledge about all aspects of the Honolulu real estate market, the Ala Moana Hotel & Mantra Group.
• Efficiently communicate with all members of the Mantra Group team to ensure the department as a whole achieves its fullest potential.
• Develop and maintain a high level of knowledge about the IRAA, services and options provided by Ala Moana rental program.
• Ensure you are well versed with your targeted units’ current, historic rental activity, market rental returns, and competitor returns.
• Develop an intimate knowledge of all offsite property management companies working within Ala Moana Hotel and establish further knowledge about their method of operation, agreements and returns.
• Communicating with and/or meeting with investors personally to discuss and promote our benefits and services.
• Implement strategies and initiatives to both retain and increase our conversion of keys into the rental program.
• Facilitate regular prospecting and incentive mail-outs.
• Use the owner database to make regular sales calls to unit owners outside the rental program and keep an updated master database.
• Forge and maintain strong relationships with potential alliance partners, such as Real Estate agents to achieve referral relationships.
• Ensure you maintain an up to date knowledge of units listed for sale within Ala Moana Hotel and assist agents or investors with information at each opportunity to secure rental program membership.

• Coordinate realtor showings, out-of-order blocks and conduct escorted showings to educate New Buyers of the advantages of the hotel rental program.
• Maintain and distribute Rental Program – Owner Realtor/Property Manager/Housekeeper Authorization Access Log.
• Produce investor information collateral, in conjunction with Mantra Group corporate office.
• Maintain an up to date knowledge of all unit sales within the building and ensure each new owner is contacted where possible to ensure all new keys are captured.
• Review weekly records of terminated keys, contacting each owner and/or working with the respective Owner Relations Manager, to ensure every effort has been made to retain the key.
• Review key loss reports monthly, to ensure accuracy and to identify any key loss/gain trends.
• Maintain and grow owner email address database.
• Maintain weekly EDS report and ensure units that are below occupancy, ADR and/or affected by out-of-order reasons are monitored by GSA blockers.
• Assist Owner Relations Team with periodic administrative tasks where required, including general Owner Relations office support.
• Developing and maintaining good working inter-departmental relationships with other departments and key stakeholders of the business; i.e. Front Office, Reservations, Sales & Marketing and Hawaiiana Management Company
• Assisting the Director of Owner Relations with any additional duties or projects as required.

Minimum Qualifications

• Minimum three (3) years of hotel operations, property management and/or owner relations experience
• High school diploma or equivalent
• Proficient in Microsoft Office (Excel, Word, Outlook, etc.)
• Strong organization skills with ability to set priorities, manage multiple simultaneous projects and meet deadlines
• Ability to work independently and as part of a team
• Excellent verbal and written communication skills
• Critical thinking and problem solving skills
• High attention to detail
• Exceptional customer service skills

Preferred Experience

• Bachelors Degree
• Basic knowledge of Hawaii State Tax collection (GET/TAT/OTAT)
• Experience in the Hospitality industry
• Proficiency in Japanese (reading, speaking and writing) a plus

Salary:

$63,000 - $70,000 annually

Salary offer is based on a number of factors such as job-related knowledge, skills and experience. Our company offers a competitive benefits package on top of base.

Ala Moana Hotel by Mantra is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ala Moana by Mantra does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.