Guest Experience and Training Manager

at  Polynesian Adventure Tours

Apply today and join Polynesian Adventure Tours, Hawaii’s best Tour and Transportation Company!
About us: Polynesian Adventure is the premier operator of sightseeing tours and private transportation to the most sought-after locations in the Hawaiian islands, including breathtaking Haleakala and Road to Hana tours on Maui. On Oahu, we provide the widest variety of tours to Pearl Harbor and the Battleship USS Missouri and regularly thrill guests with our day excursions to Volcanoes National Park on Hawai’i Island and Kaua’i tours to Waimea Canyon’s famous movie locations.
This role requires a highly motivated and knowledgeable Trainer who specializes in customer service, tour content, and delivery, as well as interactions with guests. The ideal candidate will have a strong foundation in Hawaiian culture and hospitality, aiming to enhance our team’s capabilities in delivering outstanding service and enriching tour experiences that resonate with our core values. This role is critical in ensuring that our customer-facing staff are well-prepared to deliver service excellence across all guest interactions.

EDUCATION:

• Bachelor’s degree in education, Hawaiian Studies, Hospitality, Tourism, or related field.
• Preferred: Advanced knowledge or degree in Hawaiian Studies, Hospitality, and Tourism.

Experience

• 5 years experience in training, hospitality, tourism, or a related customer-focused role, with a strong emphasis on service delivery.

KNOWLEDGE & SKILLS:

• Proficient in ʻōlelo Hawaiʻi and knowledgeable in Hawaiian culture, history, and traditions.
• Exceptional communication and interpersonal skills, with the ability to engage, motivate, and inspire team members.
• Creative thinker with a passion for education, cultural preservation, and excellence in customer service.
• Ability to design and deliver engaging, informative, and practical training content.
• Skilled in creating effective training programs and materials that cater to different learning styles and objectives.
• Competence in assessing trainee performance, providing constructive feedback, and adjusting the training approach as necessary.
• Familiarity with digital tools and platforms for creating and delivering training content, including virtual training environments.
• Understanding social media as a tool for engagement and learning.

• Develop, implement, and continuously improve training programs focused on exceptional customer service, effective tour delivery, engaging guest interactions, and service delivery excellence for customer-facing staff.
• Incorporate knowledge of ʻōlelo Hawaiʻi (Hawaiian language) and Hawaiian culture into training materials to ensure culturally respectful and authentic interactions with guests.
• Collaborate with management and tour development teams to update and refine tour content and service delivery practices based on guest feedback and cultural insights.
• Conduct regular training sessions, workshops, and on-the-job coaching for new hires and existing staff, focusing on hospitality best practices, storytelling techniques, safety protocols, and effective communication strategies.
• Evaluate staff performance in service delivery and provide constructive feedback to enhance their customer interaction skills and knowledge in hospitality and tour delivery.
• Stay updated on trends and developments in Hawaiian studies, hospitality, tourism, and customer service strategies to incorporate fresh and relevant content into training programs.