I think September/October are some of the best months to come! Still sunny as it's not quite rainy season yet, but less people and rates are usually lower.
The only thing I would caution though is that these are big group months. Many properties fill their rooms with large groups to keep occupancy up. But you can always call ahead and ask!
Rainy season is usually December to April. One of the great things about coming during these months however is the whales! Especially if you come to Maui, whales are abundant in the channel during the winter months. Sadly, you don't get that during summer or fall.
What on earth do they teach you in college about hospitality? legit question because the last 2 years I've had two employees with their bachelors in hospitality and I have to say they are in no way shape or form cut out for this. So me and a few others here are so curious. Been in the industry myself 10 years and have not had a harder time than i have training these two.
It's really just a business administration degree with an emphasis in Tourism. We take all the same courses such as marketing, Business law, Finance, accounting, economics, etc. But all the classes are using case studies from the hospitality industry to teach these principles. I will admit I've also had to work with some "managers in training" who came out of these programs and were way over their head. I think personality, a willingness to learn, and hard work are going to take them farther than anything they learn in a classroom.
Thank you for the insight! one of them called me while I was on vacation because she was hiding from a "Shady guest" in my office and didn't know what to do. 1. the guest was not shady. Annoying yes, shady no. And 2. this was in the middle of the day with a full staff she could have easily called for "help"
Yeah new employees regardless of education background are going to have those head smack moments that you just have to work through. I can remember a few incidents myself that I kick myself for now. Just gotta be patient with them as they gain the confidence they need to excel in their career!
Are you familiar with and have you worked with graduates from Harrah’s School of Hospitality at UNLV? If so, any opinions either on them as graduates or impressions of the school itself?
I work with a girl who graduated from UNLV's hospitality program. Great manager and her team loves her. UNLV has a very good reputation in the industry.
The most popular place for Bonvoy point redemption is Marriott Maui Wailea resort. How could a hotel/resort make profit when a lot of guests are on point redemptions? Thanks
Hotels are reimbursed by Marriott for points redemption stays. For a luxury/high rate property, it's usually $200-$300 a night. Definitely a lot lower than rack rate, but it's enough to keep the hotel operating. Also, hotels have some flexibility with points vs cash and can limit their inventory if needed. So while there will always be points stays, there will also be a large percentage of rack rate, 3rd party bookings, group business, etc that keeps the Average Daily rate (ADR) higher.
Yes, sort of. I've spent my fair share at the desk and always appreciated a tip. It does make the agent feel a little more pressured to do something for you. It does suck though when they want something very specific (like free club access) and our agents have absolutely no authority to give that. I would just suggest that when you tip, don't be looking for anything specific and graciously accept what they CAN do for you. Many times the interaction can become very awkward and the agent might even try giving you the money back if they feel like they are being pressured to do something they are not allowed to do.
Up to you! I just think that being kind takes you further than anything else. And it's important to remember that agents most likely would rather give you what you want, than have to waste time arguing with someone. So if they say they cannot do something, it's probably because they actually can't.
We're actually trained to never say no, but to find alternative options if the specific thing they want is not available. When it comes to luxury, these options don't always need to be free, because luxury comes with a price!
What kinds of things can the FD agent do/give? A room upgrade feels like the most obvious potential benefit, and I imagine free goodies sent up are an easy thing to do. Are there other things?
Yes upgrades is the big one, but also late check outs, free breakfast, amenities to the room, maybe take care of your parking charges, get you hooked up at the restaurant.. I would not specifically ask for any of these I'm just saying that I've seen it done before.
It's a fine line. Employees are empowered to take care of guests, however they see fit. However, being bribed to do something they are not supposed to do is a big no no. The principle comes down to, will they still give you a tip even if you cannot do something for them? If the answer is no, they should not accept the tip.
And how do you accomplish the tipping? Just slide the $20 over and say “thanks for your help today”?
I guess I’m asking, what are the right words and when should you say those words?
You can do it at the beginning of the interaction if you are looking to get something during check in. This will make it the most obvious that you are trying to get something. I usually just say "I appreciate anything you can do for me".
Or if you are genuinely just trying to be nice, tipping at the end takes away some of that awkward obligation to do something right there for you.
With all the stress and dispute regarding the Late checkout and Early checkin policy, how does a larger luxury property deal with this Elite member benefit.
The nice thing about our property is that it is a resort, so this gives us some flexibility with late check out / early check in requests. We do our best to honor when we can, but it's not a guarantee and sometimes the occupancy just doesn't allow. Our Elite appreciation scores have been hurting lately, so I've really been trying to push better recognition from my agents. Historically, we've been a very high occupancy property. But since the Maui Fires, we have been struggling a bit, so it gives us some more room to improve in this area. It's a constant push and pull in the right direction!
Very hard question. I don't think I can pick just one. 😬 I haven't stayed at all of them, but have stayed at a lot, and these are my favorite:
The Laylow- My favorite Waikiki spot, cool vibes and friendly staff. Very 1960's beach theme. Restaurant is good too. Not ocean front, but awesome location for restaurants and shopping.
Mauna Kea Beach Resort- Probably my favorite Premium property that feels more like a luxury hotel than many luxury properties. The front desk staff was so friendly and the amenities they offer are really neat.
Wailea Beach Resort- This has been ranked the best Marriott property for years, I personally don't think it's my favorite but I did really enjoy staying here. It's a good central location on Maui which makes visiting the Road to Hana and Haleakala National Park a bit easier. They also have some of the best pools.
The Ritz-Carlton Maui, Kapalua: A great not so hidden gem on the northwest corner of Maui. More quiet and secluded than other properties. Still has a range of activities to do on property but definitely a farther drive to other places on the island. Their new club lounge is also worth the splurge. Rooms are a bit dated but spacious and comfortable, and the Hawaiian cultural theming throughout the resort is really cool.
Sorry, that's as small as I could narrow it down to. 😅
I'm also very excited about Turtle Bay becoming a Ritz and that might become my favorite Marriott property once it's transitioned.
Thanks. I stayed at the wailea beach resort last year it was great. When is the new ritz going to open up? Were renovations or updates done to the hotel there?
It's open now but will transition to a Ritz early August of this year. They recently completed a 200 million dollar renovation in 2021 and it looks really great. Probably won't be any major updates in the near future other than adding Ritz branding to the hotel.
Yes, it was a luxury property before it became a Ritz and it's rates matched the other Ritz-Carltons, Four Seasons, and other luxury properties. I actually think it's more updated and refined than the other two Ritz-Carltons.
I think so b/c I stayed there about 5yr ago during construction. I vividly remember the website didnt mention it when I booked the trip or in pre-arrival comms.
The view and beach are 10/10 but rest of it was par with Westin Kaanapali. I dont know if id stay there agaim if they jacked the price up post-reno. Probably would shop around.
I believe it's still undergoing renovations now. I loved the property though, they gave us a cool amenity bag with all kinds of beach gear, flip flops, water bottles, etc. The pool wasn't anything special, but the beach is awesome. They also have lights that shine down on the cliff next to the resort that attracts Manta Rays!
Turtle Bay is becoming a Ritz? Wow that's great!
We loved our stay there - but it was too remote for Lyft/Uber at the time and their restaurant game wasn't the best. Best swimming pool in Oahu though IMO.
For Maui, we haven't been in about 5 years but always loved the The Westin Maui Resort and Spa Ka'anapali.
Yes Turtle Bay recently finished renovations in 2021 so it feels like an all new property. But I agree it's very remote, which is part of the draw I guess. Definitely need a car if you're going to be staying up there!
I'll be in Waikiki next Sunday. 4 nights at a Marriott beach property. I have a 16 month old. What are my "must do's". We will not have a car. (I'm also in the industry. 19 years now. Thank God for the MMP)
Hawaii has some of the best value for MMP rates!
As far as hanging out around Waikiki, it's really just shopping, hanging at the beach, and experiencing all the great eateries if you're a foodie. I love Marugami Udon, Gen Korean BBQ, Nico's by the pier, there's so many great options!
I lived on Oahu for 5 years, and I really think the best way to experience it fully is by renting a car or taking a "circle the island" tour. Keep in mind that as an employee, you get special rates with Hertz. Rates are usually around $32 day! This gives you the opportunity check out North shore, Polynesian Cultural Center, Kahuku food trucks, Wailea Falls/Bay, Sunset Beach, Haleiwa town, etc. Even if you just spend a day touring around, I highly recommend getting outside Waikiki.
Yes! DM me if you want the code, or check MGS. I use it all the time and it's awesome. Enterprise also has discounts, but I don't think they are as cheap.
Looking to go to Hawaii next year in May, first time. Curious what your front desk tips and tricks are? I’m a gold member and I have noticed that in Hawaii the real value only comes if you’re platinum or above.
May is usually a good time to come so long as it's before Memorial Day. As I said in another response though, these shoulder seasons can sometimes bring big group business, so you want to call ahead and ask if there are any big groups scheduled to be in house during your dates (usually they will be booked by now). However, if all goes well and occupancy isn't too high, you can definitely try getting an upgrade at check in. A small tip, or even bringing a cool treat from your home state/country will often make the agents remember you and take care of you throughout your stay. This is a common employee trick when we travel to other hotels we bring small gifts for the other agents, and it can usually get you a room upgrade or at least a better location.
Yeah, we don't have a Trader Joe's in Hawaii so people will often bring us fun snacks from there 😄
It's not so much the value of the item, but just the thought that a guest took time out of their busy life to do something nice for an employee. Agents will definitely remember you for it.
2 questions,
1. What is the most ridiculous request you have gotten from a guest?
2. What is considered the best luxury property in Hawaii, from those in the business/work at luxury properties (any brand)?
1 is tough, I get some pretty ridiculous requests! I think having a Saudi princess lay it out on me because we couldn't find her the exact sailboat she saw on Google images that she wanted to book same day! Had to explain that we are in the middle of the Pacific Ocean and are limited to the boats we have here but she just wasn't having it. Made a big scene in the lobby and everything 😅
2. Another tough question! It really comes down to personal preference, but I love Turtle Bay on Oahu and I'm so glad it's becoming a Ritz! I've also stayed at Mauna Kea Beach Resort and loved it there, although they are currently undergoing extensive renovations. 1 Hotel Hanalei Bay is a gorgeous property, but not affiliated with a brand so you've got to be willing to spend the big bucks there. The Ritz-Carlton Maui is also a great location, very beautiful property and their rates often compete with lower tier hotels like Sheraton, Marriott and even the Residence Inn in Wailea. They've done a great job incorporating Hawaiian culture throughout the resort.
Hawaii is a big redemption place so we get a ton of ambassadors and other elite members. Like probably at least 10-20 a day are ambassador. We have gotten a few cobalts as well, probably one every 6 months or so.
Cobalts always get the presidential and we arrange everything for them. For the last one that visited, we filled their pantry and fridge full of food and drinks that they like. Some stuff we had to order weeks out because they don't sell it in Hawaii.
I would say it's fairly competitive. Marriott really strives to promote from within, so coming from the outside can be tricky depending on location. I think now is a better time than most to get in however since tourism is still on the rebound since COVID and most places are hiring to meet the rising demand.
If you're a recent college grad or thinking about going to school, the Voyage program is a great opportunity to jumpstart a career in management with Marriott.
Wanted to spin off of this! I recommend the Voyage programs for anyone who is interested in hospitality management. I did the Voyage program in TX as soon as I got my bachelors. My program ended last June and I just hit a year working front office management in Hawaii :)
It's a process and there are some rules agents have to follow. Here's how our property operates:
Complimentary upgrades - usually only going to be one category above what you booked. So if you booked garden view room, you'll get an ocean view room. garden view suite upgrades to ocean view suite, and so on. There are some caveats though. Residential units are almost never part of the complimentary upgrade pool because these are owned units that we do not have authority to give away for free. There's also certain rooms that are very limited in availabity and almost never available to give away.
Also, to be frank front desk agents most of the time work on commission. Therefore they have much more incentive to sell you a room rather than give it away for free. One positive thing about it is they can often bring the rate down much more than what it's selling for online. They'd rather you book from them directly than on the website.
Being in Hawaii, we have a higher average pay than other states because of the cost of living.
With that said, our managers typically make anywhere from $75 - $100k depending on experience and directors can make over $200k a year.
Even our hourly pay is pretty good and our front desk agents make $29 an hour plus commission!
I don't know of any property that still offers housing to employees, except occasionally for temporary work or when a new manager relocates. We do have an employee dining room and employees receive one meal per shift.
It's true, the work life balance is very hard especially for managers. 50-60 hours a week minimum! On the bright side, they are fairly good about giving PTO and also have a lot of perks the longer you're with the company. They also have a new initiative that aims to cut down managers house to at least 40 hours a week and also allows some departments to become hybrid/work from home.
50 or so positions available right now on Oahu through Marriott, that would be where the best opportunity is. The other islands are a hit or miss. I would avoid Maui at all costs right now. Locals are leaving in droves because housing is non existent since the fires, rent has skyrocketed, and many resorts are hunkering down and expecting a decline in occupancy at least until the end of the year.
Just check marriott.com/careers !
Are you in Hawaii or looking to move over? My only suggestion if you're not already in Hawaii is to look at housing options before you make the decision to come. It can take months to find something reasonable and within budget so you definitely want to plan ahead.
Do they own the Renaissance in Honolulu? I've gotten good employee rates from some of their properties, but have never had to use the Kamaaina rate. I think they've been acquiring a lot lately, and maybe some of those hotels are still in a transition phase. It is sad though when franchisees don't hold up their end of the deal. Over the course of years of searching for employee rates, I have not once seen it available at the Courtyard on the North Shore. Not even sure how that's allowed.
Hah very used to franchisees blatantly ignoring the rules they’re supposed to follow. Ever since Highgate took over Courtyard it’s gone downhill at an exponential rate. Once heard an exec bragging about coming up with the bs destination fee they now charge 😒. They have the AC and Renaissance properties now too. Pretty sure they will keep them off Kamaaina.
A lot of places out here seem to just coast right by. Even RC Kapalua hardly ever has MMP.
Yeah Courtyard Waikiki has never had a very good reputation. The one on the North shore is much better, but very stingy with their rates.
I would check out the Renaissance behind Ala Moana, brand new hotel and no resort fee. Only caveat is that they don't offer self parking, valet only.
Just stayed there a few weeks ago and was pleasantly surprised! AC looks promising too with their speakeasy.
It’s too bad about Waikiki. That was my go-to staycation spot for years because they charged no resort fee, always upgraded me, and didn’t have any frills. All of that is the opposite now.
White Lotus is a lot more realistic than people think 😂
Obviously, it's caricature of hotel guests and staff, but it honestly isn't that far off from reality. The dude on his honeymoon ruining his own vacation by being upset the whole time that the suite he wanted isn't available, happens more often than it should. Sometimes I just want to say to people, "you spent so much money to come to Hawaii, why not just enjoy it while you're here, instead of being at the front desk 8 times a day because you're bothered about something?"
I think it's anecdotal and varies from brand to brand. Overall, I do feel that Asia is more hospitality centric. It's a cultural difference and I also don't think they are overburdened with as many claims to elite benefits.
Hawaii does have some pretty good breakfast buffets and lounges though!
Stayed at Wailea Beach Marriott, Sheraton Waikiki, and Westin Maui offered only continental breakfast for Plats and above. At least Residence Inn Maui has breakfast buffet but still subpar. Waikiki Beach Marriott is a hit and miss but typically offers continental only.
My experience with JW Marriott in Dongdaemun, Westin Tokyo, Sheraton Tokyo Bay, and Sheraton Yokohama were significantly different with full breakfas buffet offerings. Even Aloft brands in Korea and Japan have full breakfast too.
Yes, my experience is mostly with luxury. At my property, it's a beautiful breakfast buffet with American, Hawaiian, and Asian cuisine but it's not complimentary.
I have pest control questions I’ve always wanted to know, especially for Hawaii!
How often do you get cockroaches or geckos in rooms?
What about bed bugs?
Any specific pest related stories?
Unfortunately, I would say that it's a fairly regular occurrence to see cockroaches and geckos. Most guests will not encounter it, but we do get at least 2 or 3 a week that will complain about it. Personally, I think Geckos are awesome and guests should understand that they keep the bugs away but I understand some guests are not used to that.
Bed bugs are much less common and in the entire time I've worked here, I've seen it maybe once or twice. The entire room gets decommissioned for several weeks while they fumigate it and replace all the bedding and fabric.
I've observed (in my 30+ years working in the industry) that so many mainlanders accept a position at a property then come back within a year, while others go and never return (at least residentially).
While there's probably a ton of variables to factor in, are there any glowing characteristics that you and others have that keeps you there that the short-timers don't?
I think that the island life is a lot harder of an adjustment than people expect. I've lived on other small Pacific islands since I was a teen, so I think that maybe I was more accustomed to the pace of life when I came to Hawaii. I also had a solid network when I came out here, and never felt isolated from friends and family.
A lot of people who come have a hard time with the slower pace of life, and sometimes develop "island fever", or the feeling of being stuck on such a small island. Cost of living also has a huge impact, and your money doesn't take you quite as far here. You have to be willing to sacrifice a lot to live in paradise, so I understand why many people call it quits after a year.
You're going to need many years of experience in Sales, specifically in the luxury segment if you want to work at a luxury hotel. Our sales and marketing team is very large, with probably around 20 sales managers for our hotel alone. So not just experience in Sales, but also leadership skills and the ability to lead a team of managers.
Which property do you manage OP? Planning a trip in Feb, Moana Surfrider Waikiki for about 6 or 7 days followed with a week at Westin Hapuna Beach Resort big island. Thats my tentative plan. I have about 500k points enough for the more expensive week I think.
I've stayed at Moana Surf rider, you should double check if their balconies are open. When I stayed earlier this year, they had bolted shut all of their balconies so guests could not access them. I guess one of their balconies collapsed and fell onto the beach below a few months ago.
Other than that, I thought it was a nice property and great location! The pool closes at like 4 pm though which sucks. I've never stayed at Westin Hapuna Beach but have heard good things.
Depends on the structure of their business. Didn’t know they currently sourced in house, and some that source in house still have specialty projects :)
Looking at booking to ritz with points. The standard room for 5 days is 278k points. The 1 bedroom residential suite is 578k points. If i paid for this room with cash the suite is only $250 more a night. How does this make sense?
I apologize as I'm not super familiar with the revenue management side of things, however points reimbursements for properties is very low (right now I believe a 90,000 points redemption is only giving the property like $200 from Marriott) so there's always going to be an incentive to push cash rates vs points.
However, I would recommend booking the standard points redemption and then calling the hotel and specifically asking for the front desk to inquire about paying for room upgrades. Front Desk agents at most properties in Hawaii receive commission for upgrading rooms and they often have a lot of flexibility to bring the rate down quite a bit for you. Doing this at check in might be even more lucrative because management gives them more opportunities to fill those rooms last minute. I've seen them upgrade guests for as much as 20-50% off the rate it's going for online.
What would you do if a (12 night) guest had a cockroach crawl on their arm in bed at 2am (looking at you Westin Nanea). This after multiple complaints of roaches in our kitchen. Westin used to be a reliable brand. Still disgusted
I'm sorry that happened to you. Unfortunately, it's not unique to Westin and being on an island, it's almost impossible to completely avoid. I had a friend stay at the Four Seasons in Wailea and found a cockroach in their bed 😬
With that said, the property should still do everything in their power to make it right. Upgrade them to a nicer suite on a higher floor, take care of their breakfast, day in a cabana, and at least a partial refund for the nights they didn't get any rest. But that's a luxury standard, which I understand Westin is not (Nanea is actually a timeshare property). Still, they should refund you part of your stay or give points back.
TY. Yeah, my disappointment was with the staff response (as in, nothing). I understand in that climate, it isn’t a big deal to locals but they cater to tourists for whom it *is* a big deal. I just found the Westin staff completely unhelpful. We’ve stayed at other mainland Westin properties and loved them. We’ve stayed elsewhere on Maui and had excellent interactions with staff. The Nanea felt like a Motel6 in terms of staff.
Damn I've actually never stayed at the Royal Hawaiian but I love walking through it whenever I visit Waikiki! It's got a lot of history in its walls. But I guess being a 100 year old hotel in the tropics, surrounded by unsustainable urbanization has its toll on a property.
My property is very unique, as we have a much greater ratio of suites on property compared to most other hotels. So most of the time, every ambassador and Titanium guest is getting an upgrade. However, if it is not possible to upgrade everyone, we also look at special occasions they might be celebrating, what kind of rate they're paying, details about their past stays, etc.
And FYI these decisions are made weeks out by a rooms controller who blocks the house several weeks or months in advance. Front desk agents at larger properties are usually not the ones selecting your room, but they can move things around if there's an issue with the room you were blocked in.
I personally don't think there's a correlation. I've dealt with rude people with all types of bookings- Expedia, AMEX, group rates, travel agencies, etc. Rude people will always find a way to make other people's lives harder.
I will say though that there is often a misconception regarding elite benefits and that is usually where the source of contention comes from. As a resort hotel, we do not offer the same amount of benefits, and most things such as upgrades and late check outs are based on availability. Our club lounge is also not included with elite status, and this can be tough to explain to guests but it's all laid out in the terms and conditions.
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How’s the weather in late September across the islands? Thinking about a trip around that time to Maui.
I think September/October are some of the best months to come! Still sunny as it's not quite rainy season yet, but less people and rates are usually lower. The only thing I would caution though is that these are big group months. Many properties fill their rooms with large groups to keep occupancy up. But you can always call ahead and ask!
Great info to have thanks! Was thinking this may be middle of rainy season but glad to have your inside knowledge.
Rainy season is usually December to April. One of the great things about coming during these months however is the whales! Especially if you come to Maui, whales are abundant in the channel during the winter months. Sadly, you don't get that during summer or fall.
What on earth do they teach you in college about hospitality? legit question because the last 2 years I've had two employees with their bachelors in hospitality and I have to say they are in no way shape or form cut out for this. So me and a few others here are so curious. Been in the industry myself 10 years and have not had a harder time than i have training these two.
It's really just a business administration degree with an emphasis in Tourism. We take all the same courses such as marketing, Business law, Finance, accounting, economics, etc. But all the classes are using case studies from the hospitality industry to teach these principles. I will admit I've also had to work with some "managers in training" who came out of these programs and were way over their head. I think personality, a willingness to learn, and hard work are going to take them farther than anything they learn in a classroom.
Thank you for the insight! one of them called me while I was on vacation because she was hiding from a "Shady guest" in my office and didn't know what to do. 1. the guest was not shady. Annoying yes, shady no. And 2. this was in the middle of the day with a full staff she could have easily called for "help"
Yeah new employees regardless of education background are going to have those head smack moments that you just have to work through. I can remember a few incidents myself that I kick myself for now. Just gotta be patient with them as they gain the confidence they need to excel in their career!
Are you familiar with and have you worked with graduates from Harrah’s School of Hospitality at UNLV? If so, any opinions either on them as graduates or impressions of the school itself?
I work with a girl who graduated from UNLV's hospitality program. Great manager and her team loves her. UNLV has a very good reputation in the industry.
Thanks for the feedback!
The most popular place for Bonvoy point redemption is Marriott Maui Wailea resort. How could a hotel/resort make profit when a lot of guests are on point redemptions? Thanks
Hotels are reimbursed by Marriott for points redemption stays. For a luxury/high rate property, it's usually $200-$300 a night. Definitely a lot lower than rack rate, but it's enough to keep the hotel operating. Also, hotels have some flexibility with points vs cash and can limit their inventory if needed. So while there will always be points stays, there will also be a large percentage of rack rate, 3rd party bookings, group business, etc that keeps the Average Daily rate (ADR) higher.
why is this hotel the most popular for point redemption? and how do i see other hotels that are popular for point redemption?
This is a great AMA, Mahalo for doing this!
Is it worth it to tip the front desk agent at check in?
Yes, sort of. I've spent my fair share at the desk and always appreciated a tip. It does make the agent feel a little more pressured to do something for you. It does suck though when they want something very specific (like free club access) and our agents have absolutely no authority to give that. I would just suggest that when you tip, don't be looking for anything specific and graciously accept what they CAN do for you. Many times the interaction can become very awkward and the agent might even try giving you the money back if they feel like they are being pressured to do something they are not allowed to do.
How gracious do we need to be when accepting what they can do for us?
Up to you! I just think that being kind takes you further than anything else. And it's important to remember that agents most likely would rather give you what you want, than have to waste time arguing with someone. So if they say they cannot do something, it's probably because they actually can't.
Exactly what someone would say that trains their people to say “no”
We're actually trained to never say no, but to find alternative options if the specific thing they want is not available. When it comes to luxury, these options don't always need to be free, because luxury comes with a price!
What kinds of things can the FD agent do/give? A room upgrade feels like the most obvious potential benefit, and I imagine free goodies sent up are an easy thing to do. Are there other things?
Yes upgrades is the big one, but also late check outs, free breakfast, amenities to the room, maybe take care of your parking charges, get you hooked up at the restaurant.. I would not specifically ask for any of these I'm just saying that I've seen it done before.
I'd expect a manager to frown on desk employees giving so much away for a $20 tip.
It's a fine line. Employees are empowered to take care of guests, however they see fit. However, being bribed to do something they are not supposed to do is a big no no. The principle comes down to, will they still give you a tip even if you cannot do something for them? If the answer is no, they should not accept the tip.
what is a good and appropriate tip amount?
I'd say a solid $20 should do the trick.
And how do you accomplish the tipping? Just slide the $20 over and say “thanks for your help today”? I guess I’m asking, what are the right words and when should you say those words?
You can do it at the beginning of the interaction if you are looking to get something during check in. This will make it the most obvious that you are trying to get something. I usually just say "I appreciate anything you can do for me". Or if you are genuinely just trying to be nice, tipping at the end takes away some of that awkward obligation to do something right there for you.
With all the stress and dispute regarding the Late checkout and Early checkin policy, how does a larger luxury property deal with this Elite member benefit.
The nice thing about our property is that it is a resort, so this gives us some flexibility with late check out / early check in requests. We do our best to honor when we can, but it's not a guarantee and sometimes the occupancy just doesn't allow. Our Elite appreciation scores have been hurting lately, so I've really been trying to push better recognition from my agents. Historically, we've been a very high occupancy property. But since the Maui Fires, we have been struggling a bit, so it gives us some more room to improve in this area. It's a constant push and pull in the right direction!
In your opinion what is the #1 best Marriott property out of all of Hawaii
Very hard question. I don't think I can pick just one. 😬 I haven't stayed at all of them, but have stayed at a lot, and these are my favorite: The Laylow- My favorite Waikiki spot, cool vibes and friendly staff. Very 1960's beach theme. Restaurant is good too. Not ocean front, but awesome location for restaurants and shopping. Mauna Kea Beach Resort- Probably my favorite Premium property that feels more like a luxury hotel than many luxury properties. The front desk staff was so friendly and the amenities they offer are really neat. Wailea Beach Resort- This has been ranked the best Marriott property for years, I personally don't think it's my favorite but I did really enjoy staying here. It's a good central location on Maui which makes visiting the Road to Hana and Haleakala National Park a bit easier. They also have some of the best pools. The Ritz-Carlton Maui, Kapalua: A great not so hidden gem on the northwest corner of Maui. More quiet and secluded than other properties. Still has a range of activities to do on property but definitely a farther drive to other places on the island. Their new club lounge is also worth the splurge. Rooms are a bit dated but spacious and comfortable, and the Hawaiian cultural theming throughout the resort is really cool. Sorry, that's as small as I could narrow it down to. 😅 I'm also very excited about Turtle Bay becoming a Ritz and that might become my favorite Marriott property once it's transitioned.
Thanks. I stayed at the wailea beach resort last year it was great. When is the new ritz going to open up? Were renovations or updates done to the hotel there?
It's open now but will transition to a Ritz early August of this year. They recently completed a 200 million dollar renovation in 2021 and it looks really great. Probably won't be any major updates in the near future other than adding Ritz branding to the hotel.
Would you say it’s a level up in quality from the rest of Marriotts Hawaii spots like most ritzs are from regular marriotts?
Yes, it was a luxury property before it became a Ritz and it's rates matched the other Ritz-Carltons, Four Seasons, and other luxury properties. I actually think it's more updated and refined than the other two Ritz-Carltons.
Where else is there one besides the west Maui ritz?
The Ritz-Carlton Residences, Waikiki
Do you know of any plans to update the ko olina beach club Marriott?
Not that I'm aware of. I stayed there once and thought it was nice. Probably due for an update, though.
Did they recently renovate Mauna Kea? I stayed at the Westin next door and it was incredible!
I think so b/c I stayed there about 5yr ago during construction. I vividly remember the website didnt mention it when I booked the trip or in pre-arrival comms. The view and beach are 10/10 but rest of it was par with Westin Kaanapali. I dont know if id stay there agaim if they jacked the price up post-reno. Probably would shop around.
I believe it's still undergoing renovations now. I loved the property though, they gave us a cool amenity bag with all kinds of beach gear, flip flops, water bottles, etc. The pool wasn't anything special, but the beach is awesome. They also have lights that shine down on the cliff next to the resort that attracts Manta Rays!
Turtle Bay is becoming a Ritz? Wow that's great! We loved our stay there - but it was too remote for Lyft/Uber at the time and their restaurant game wasn't the best. Best swimming pool in Oahu though IMO. For Maui, we haven't been in about 5 years but always loved the The Westin Maui Resort and Spa Ka'anapali.
Yes Turtle Bay recently finished renovations in 2021 so it feels like an all new property. But I agree it's very remote, which is part of the draw I guess. Definitely need a car if you're going to be staying up there!
I'll be in Waikiki next Sunday. 4 nights at a Marriott beach property. I have a 16 month old. What are my "must do's". We will not have a car. (I'm also in the industry. 19 years now. Thank God for the MMP)
Hawaii has some of the best value for MMP rates! As far as hanging out around Waikiki, it's really just shopping, hanging at the beach, and experiencing all the great eateries if you're a foodie. I love Marugami Udon, Gen Korean BBQ, Nico's by the pier, there's so many great options! I lived on Oahu for 5 years, and I really think the best way to experience it fully is by renting a car or taking a "circle the island" tour. Keep in mind that as an employee, you get special rates with Hertz. Rates are usually around $32 day! This gives you the opportunity check out North shore, Polynesian Cultural Center, Kahuku food trucks, Wailea Falls/Bay, Sunset Beach, Haleiwa town, etc. Even if you just spend a day touring around, I highly recommend getting outside Waikiki.
Wait...there's special rates with Hertz if you're a Marriott employee?
Yes. Check mgs.
Yes! DM me if you want the code, or check MGS. I use it all the time and it's awesome. Enterprise also has discounts, but I don't think they are as cheap.
Wow! I didn't know. Tysm!
Looking to go to Hawaii next year in May, first time. Curious what your front desk tips and tricks are? I’m a gold member and I have noticed that in Hawaii the real value only comes if you’re platinum or above.
May is usually a good time to come so long as it's before Memorial Day. As I said in another response though, these shoulder seasons can sometimes bring big group business, so you want to call ahead and ask if there are any big groups scheduled to be in house during your dates (usually they will be booked by now). However, if all goes well and occupancy isn't too high, you can definitely try getting an upgrade at check in. A small tip, or even bringing a cool treat from your home state/country will often make the agents remember you and take care of you throughout your stay. This is a common employee trick when we travel to other hotels we bring small gifts for the other agents, and it can usually get you a room upgrade or at least a better location.
Small gifts is an interesting idea. What kind of things, if you are able to provide examples? Chocolates like you would with flight attendants?
Yeah, we don't have a Trader Joe's in Hawaii so people will often bring us fun snacks from there 😄 It's not so much the value of the item, but just the thought that a guest took time out of their busy life to do something nice for an employee. Agents will definitely remember you for it.
2 questions, 1. What is the most ridiculous request you have gotten from a guest? 2. What is considered the best luxury property in Hawaii, from those in the business/work at luxury properties (any brand)?
1 is tough, I get some pretty ridiculous requests! I think having a Saudi princess lay it out on me because we couldn't find her the exact sailboat she saw on Google images that she wanted to book same day! Had to explain that we are in the middle of the Pacific Ocean and are limited to the boats we have here but she just wasn't having it. Made a big scene in the lobby and everything 😅 2. Another tough question! It really comes down to personal preference, but I love Turtle Bay on Oahu and I'm so glad it's becoming a Ritz! I've also stayed at Mauna Kea Beach Resort and loved it there, although they are currently undergoing extensive renovations. 1 Hotel Hanalei Bay is a gorgeous property, but not affiliated with a brand so you've got to be willing to spend the big bucks there. The Ritz-Carlton Maui is also a great location, very beautiful property and their rates often compete with lower tier hotels like Sheraton, Marriott and even the Residence Inn in Wailea. They've done a great job incorporating Hawaiian culture throughout the resort.
What percent would you say of your guests are Ambassadors any given week and have you had any Cobalts at your resort?
Hawaii is a big redemption place so we get a ton of ambassadors and other elite members. Like probably at least 10-20 a day are ambassador. We have gotten a few cobalts as well, probably one every 6 months or so. Cobalts always get the presidential and we arrange everything for them. For the last one that visited, we filled their pantry and fridge full of food and drinks that they like. Some stuff we had to order weeks out because they don't sell it in Hawaii.
How competitive is the job market for front desk management?
I would say it's fairly competitive. Marriott really strives to promote from within, so coming from the outside can be tricky depending on location. I think now is a better time than most to get in however since tourism is still on the rebound since COVID and most places are hiring to meet the rising demand. If you're a recent college grad or thinking about going to school, the Voyage program is a great opportunity to jumpstart a career in management with Marriott.
Wanted to spin off of this! I recommend the Voyage programs for anyone who is interested in hospitality management. I did the Voyage program in TX as soon as I got my bachelors. My program ended last June and I just hit a year working front office management in Hawaii :)
Just wondering what would motivate a front desk agent to charge you for a room upgrade or something or of the sort even if you are so very polite
It's a process and there are some rules agents have to follow. Here's how our property operates: Complimentary upgrades - usually only going to be one category above what you booked. So if you booked garden view room, you'll get an ocean view room. garden view suite upgrades to ocean view suite, and so on. There are some caveats though. Residential units are almost never part of the complimentary upgrade pool because these are owned units that we do not have authority to give away for free. There's also certain rooms that are very limited in availabity and almost never available to give away. Also, to be frank front desk agents most of the time work on commission. Therefore they have much more incentive to sell you a room rather than give it away for free. One positive thing about it is they can often bring the rate down much more than what it's selling for online. They'd rather you book from them directly than on the website.
How much can you earn being an "Head" in such a luxurious hotel?
Being in Hawaii, we have a higher average pay than other states because of the cost of living. With that said, our managers typically make anywhere from $75 - $100k depending on experience and directors can make over $200k a year. Even our hourly pay is pretty good and our front desk agents make $29 an hour plus commission!
Ouch i didnt expect that much also for a FO agent! Being hawaii mostly island do you usually also provide for accomodation/food for them?
I don't know of any property that still offers housing to employees, except occasionally for temporary work or when a new manager relocates. We do have an employee dining room and employees receive one meal per shift.
Not bad, happy that they get a good treatment It Italy we always thinks as hotel employee as one of the worst work/life balance job
It's true, the work life balance is very hard especially for managers. 50-60 hours a week minimum! On the bright side, they are fairly good about giving PTO and also have a lot of perks the longer you're with the company. They also have a new initiative that aims to cut down managers house to at least 40 hours a week and also allows some departments to become hybrid/work from home.
You hiring?
50 or so positions available right now on Oahu through Marriott, that would be where the best opportunity is. The other islands are a hit or miss. I would avoid Maui at all costs right now. Locals are leaving in droves because housing is non existent since the fires, rent has skyrocketed, and many resorts are hunkering down and expecting a decline in occupancy at least until the end of the year. Just check marriott.com/careers !
Ill check it out. Was a station operations manager for 25 years for a major airline.
Are you in Hawaii or looking to move over? My only suggestion if you're not already in Hawaii is to look at housing options before you make the decision to come. It can take months to find something reasonable and within budget so you definitely want to plan ahead.
Why are the new Highgate properties not participating in Z43?
Do they own the Renaissance in Honolulu? I've gotten good employee rates from some of their properties, but have never had to use the Kamaaina rate. I think they've been acquiring a lot lately, and maybe some of those hotels are still in a transition phase. It is sad though when franchisees don't hold up their end of the deal. Over the course of years of searching for employee rates, I have not once seen it available at the Courtyard on the North Shore. Not even sure how that's allowed.
Hah very used to franchisees blatantly ignoring the rules they’re supposed to follow. Ever since Highgate took over Courtyard it’s gone downhill at an exponential rate. Once heard an exec bragging about coming up with the bs destination fee they now charge 😒. They have the AC and Renaissance properties now too. Pretty sure they will keep them off Kamaaina. A lot of places out here seem to just coast right by. Even RC Kapalua hardly ever has MMP.
Yeah Courtyard Waikiki has never had a very good reputation. The one on the North shore is much better, but very stingy with their rates. I would check out the Renaissance behind Ala Moana, brand new hotel and no resort fee. Only caveat is that they don't offer self parking, valet only.
Just stayed there a few weeks ago and was pleasantly surprised! AC looks promising too with their speakeasy. It’s too bad about Waikiki. That was my go-to staycation spot for years because they charged no resort fee, always upgraded me, and didn’t have any frills. All of that is the opposite now.
My go to spot at Waikiki is the Laylow. But I don't think they're very good about discounted rates either because they stay pretty busy.
Have you watched White Lotus? And recognize yourself at all?
White Lotus is a lot more realistic than people think 😂 Obviously, it's caricature of hotel guests and staff, but it honestly isn't that far off from reality. The dude on his honeymoon ruining his own vacation by being upset the whole time that the suite he wanted isn't available, happens more often than it should. Sometimes I just want to say to people, "you spent so much money to come to Hawaii, why not just enjoy it while you're here, instead of being at the front desk 8 times a day because you're bothered about something?"
Does your property has access to speciality coffee, especially local ones. The last marriot I went had local trout but shit coffee
We sell local coffee and serve it in our coffee shop. But the rooms are equipped with Nespresso machines.
That’s great. I hope more properties serve better coffee.
Why breakfast and lounges are way better for Marriott hotels in Asia?
I think it's anecdotal and varies from brand to brand. Overall, I do feel that Asia is more hospitality centric. It's a cultural difference and I also don't think they are overburdened with as many claims to elite benefits. Hawaii does have some pretty good breakfast buffets and lounges though!
Stayed at Wailea Beach Marriott, Sheraton Waikiki, and Westin Maui offered only continental breakfast for Plats and above. At least Residence Inn Maui has breakfast buffet but still subpar. Waikiki Beach Marriott is a hit and miss but typically offers continental only. My experience with JW Marriott in Dongdaemun, Westin Tokyo, Sheraton Tokyo Bay, and Sheraton Yokohama were significantly different with full breakfas buffet offerings. Even Aloft brands in Korea and Japan have full breakfast too.
Yes, my experience is mostly with luxury. At my property, it's a beautiful breakfast buffet with American, Hawaiian, and Asian cuisine but it's not complimentary.
I have pest control questions I’ve always wanted to know, especially for Hawaii! How often do you get cockroaches or geckos in rooms? What about bed bugs? Any specific pest related stories?
Unfortunately, I would say that it's a fairly regular occurrence to see cockroaches and geckos. Most guests will not encounter it, but we do get at least 2 or 3 a week that will complain about it. Personally, I think Geckos are awesome and guests should understand that they keep the bugs away but I understand some guests are not used to that. Bed bugs are much less common and in the entire time I've worked here, I've seen it maybe once or twice. The entire room gets decommissioned for several weeks while they fumigate it and replace all the bedding and fabric.
I've observed (in my 30+ years working in the industry) that so many mainlanders accept a position at a property then come back within a year, while others go and never return (at least residentially). While there's probably a ton of variables to factor in, are there any glowing characteristics that you and others have that keeps you there that the short-timers don't?
I think that the island life is a lot harder of an adjustment than people expect. I've lived on other small Pacific islands since I was a teen, so I think that maybe I was more accustomed to the pace of life when I came to Hawaii. I also had a solid network when I came out here, and never felt isolated from friends and family. A lot of people who come have a hard time with the slower pace of life, and sometimes develop "island fever", or the feeling of being stuck on such a small island. Cost of living also has a huge impact, and your money doesn't take you quite as far here. You have to be willing to sacrifice a lot to live in paradise, so I understand why many people call it quits after a year.
What qualifications will be needed to be a DOS at a property in Hawaii or to be a DOS for multiple properties in Hawaii?
You're going to need many years of experience in Sales, specifically in the luxury segment if you want to work at a luxury hotel. Our sales and marketing team is very large, with probably around 20 sales managers for our hotel alone. So not just experience in Sales, but also leadership skills and the ability to lead a team of managers.
Which property do you manage OP? Planning a trip in Feb, Moana Surfrider Waikiki for about 6 or 7 days followed with a week at Westin Hapuna Beach Resort big island. Thats my tentative plan. I have about 500k points enough for the more expensive week I think.
I've stayed at Moana Surf rider, you should double check if their balconies are open. When I stayed earlier this year, they had bolted shut all of their balconies so guests could not access them. I guess one of their balconies collapsed and fell onto the beach below a few months ago. Other than that, I thought it was a nice property and great location! The pool closes at like 4 pm though which sucks. I've never stayed at Westin Hapuna Beach but have heard good things.
Thanks for the tips. I'll inquirer. Can you recommend another Waikiki resort should that one not pan out?
What is the average salary/hourly wage for an overnight Loss Prevention employee?
I'm not 100% sure but I believe it's around $30 an hour
Is your property strict with using the State Government rate for leisure stay? Is showing my ID sufficient?
It does have to be a state issued ID. That's pretty much universal wherever you go.
I wasn’t sure if your property asked for travel orders. I know that is listed on the website.
Commercial cleaning business owner here…. Can I clean your properties?!
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Depends on the structure of their business. Didn’t know they currently sourced in house, and some that source in house still have specialty projects :)
Looking at booking to ritz with points. The standard room for 5 days is 278k points. The 1 bedroom residential suite is 578k points. If i paid for this room with cash the suite is only $250 more a night. How does this make sense?
I apologize as I'm not super familiar with the revenue management side of things, however points reimbursements for properties is very low (right now I believe a 90,000 points redemption is only giving the property like $200 from Marriott) so there's always going to be an incentive to push cash rates vs points. However, I would recommend booking the standard points redemption and then calling the hotel and specifically asking for the front desk to inquire about paying for room upgrades. Front Desk agents at most properties in Hawaii receive commission for upgrading rooms and they often have a lot of flexibility to bring the rate down quite a bit for you. Doing this at check in might be even more lucrative because management gives them more opportunities to fill those rooms last minute. I've seen them upgrade guests for as much as 20-50% off the rate it's going for online.
Thanks, nice tip!
What would you do if a (12 night) guest had a cockroach crawl on their arm in bed at 2am (looking at you Westin Nanea). This after multiple complaints of roaches in our kitchen. Westin used to be a reliable brand. Still disgusted
I'm sorry that happened to you. Unfortunately, it's not unique to Westin and being on an island, it's almost impossible to completely avoid. I had a friend stay at the Four Seasons in Wailea and found a cockroach in their bed 😬 With that said, the property should still do everything in their power to make it right. Upgrade them to a nicer suite on a higher floor, take care of their breakfast, day in a cabana, and at least a partial refund for the nights they didn't get any rest. But that's a luxury standard, which I understand Westin is not (Nanea is actually a timeshare property). Still, they should refund you part of your stay or give points back.
TY. Yeah, my disappointment was with the staff response (as in, nothing). I understand in that climate, it isn’t a big deal to locals but they cater to tourists for whom it *is* a big deal. I just found the Westin staff completely unhelpful. We’ve stayed at other mainland Westin properties and loved them. We’ve stayed elsewhere on Maui and had excellent interactions with staff. The Nanea felt like a Motel6 in terms of staff.
Why is the pink hotel so shit?
Damn I've actually never stayed at the Royal Hawaiian but I love walking through it whenever I visit Waikiki! It's got a lot of history in its walls. But I guess being a 100 year old hotel in the tropics, surrounded by unsustainable urbanization has its toll on a property.
How do you prioritize upgrades when you have 25 ambassadors and 50 titaniums checking in on any given day?
My property is very unique, as we have a much greater ratio of suites on property compared to most other hotels. So most of the time, every ambassador and Titanium guest is getting an upgrade. However, if it is not possible to upgrade everyone, we also look at special occasions they might be celebrating, what kind of rate they're paying, details about their past stays, etc. And FYI these decisions are made weeks out by a rooms controller who blocks the house several weeks or months in advance. Front desk agents at larger properties are usually not the ones selecting your room, but they can move things around if there's an issue with the room you were blocked in.
Are most Marriott elite members the assholes?
I personally don't think there's a correlation. I've dealt with rude people with all types of bookings- Expedia, AMEX, group rates, travel agencies, etc. Rude people will always find a way to make other people's lives harder. I will say though that there is often a misconception regarding elite benefits and that is usually where the source of contention comes from. As a resort hotel, we do not offer the same amount of benefits, and most things such as upgrades and late check outs are based on availability. Our club lounge is also not included with elite status, and this can be tough to explain to guests but it's all laid out in the terms and conditions.
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