Guest Experience Supervisor

Guest Experience & Event Operations | Full-Time, Exempt
On-Site | The LineUp at Wai Kai – ?Ewa Beach, Hawai?i

Leading exceptional service at a premier waterfront destination

The LineUp at Wai Kai is seeking an experienced, people-focused Guest Experience Supervisor to support and lead our Guest Experience team across one of West O?ahu’s premier waterfront destinations. This role plays a critical part in ensuring consistent, high-quality guest service across all touchpoints — from reservations and contact center interactions to onsite guest experiences.

Reporting to the Guest Experience Manager, the Supervisor provides daily leadership, operational support, and coaching to Guest Experience Representatives while serving as a subject-matter expert on all guest offerings, policies, and service standards.

This role is ideal for a hands-on leader who thrives in guest-facing environments, enjoys developing teams, and knows how to balance service excellence with operational efficiency.

Why You’ll Love Working Here

• Lead a front-line guest experience team at a premier waterfront destination

• Play a key role in shaping service standards, team culture, and guest satisfaction

• Work in a collaborative environment with cross-department exposure

• Combine leadership responsibilities with hands-on guest interaction

• Be part of a growing destination focused on quality, consistency, and care

What You’ll Do

Leadership & Team Support

• Provide daily coaching, guidance, and support to Guest Experience Representatives

• Ensure consistent guest service delivery and address escalated guest concerns

• Assist with recruitment, onboarding, and training of new team members

• Promote a positive, accountable, and collaborative team culture

Guest Services & Operational Oversight

• Serve as a knowledge expert on all guest offerings, including packages, pricing, policies, and promotions

• Oversee guest interactions across the Contact Center, Launch Plaza, Launch Boardwalk, and Nalo Kai

• Monitor booking processes, reservations, and guest inquiries across service platforms

• Step in to support frontline operations as needed, including bookings, reservations, and phone inquiries

Process Improvement & Reporting

• Identify opportunities to improve guest experience workflows and operational efficiency

• Monitor guest interactions and provide feedback to elevate service standards

• Assist with collecting, analyzing, and reporting guest feedback and trends

Collaboration & Communication

• Work closely with the Guest Experience Manager to align on goals and daily operations

• Support events and special activations to ensure seamless guest experiences

• Collaborate across departments to maintain consistent service delivery

• Maintain clear, timely communication with leadership and team members

Additional Responsibilities

• Perform other duties as assigned to support guest experience, event operations and overall business objectives

What We’re Looking For

• Strong leadership and supervisory skills with the ability to coach and mentor others

• Excellent verbal and written communication skills

• Solid understanding of guest experience best practices and service recovery

• Proficiency with POS systems, booking platforms, and contact center operations

• Strong problem-solving skills and ability to manage escalations professionally

• Highly organized with strong attention to detail

• Comfortable working in a fast-paced, guest-facing environment

Education & Experience

• High school diploma or GED required; associate or bachelor’s degree preferred

• Minimum two years of customer service experience in a guest-facing role

• Previous supervisory or leadership experience strongly preferred

• Experience with ticketing, reservations, or call center operations is a plus

Working Conditions & Physical Requirements

• Fluency in oral and written English

• Flexible availability required, including nights, weekends, holidays, and special events

• Prolonged periods of standing, walking, and engaging with guests

• Ability to lift up to 25 pounds as needed

• Outdoor work conditions may include varying weather, noise, and exposure to natural elements

Ready to Lead the Guest Experience?

If you’re a service-driven leader who enjoys developing teams, supporting operations, and creating memorable guest experiences within a premier destination, we encourage you to apply.

Apply today and share a bit about your leadership and guest experience background, we look forward to connecting with you.