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Customer Experience and Marketing Coordinator 91-1780 Midway Road, Kapolei, HI 96707 Hybrid work From $23 an hour - Full-time Apply with Indeed Mauka Warriors Lūʻau is seeking a highly motivated, resourceful, and customer-focused Customer Experience & Marketing Coordinator to join our team. This is a dynamic, hands-on role that combines customer service management, third-party ticketing optimization, marketing coordination, and operational support. The primary focus of this position is to improve the guest experience, maximize performance across our online ticketing platforms, and ensure that customer feedback leads to meaningful operational improvements. This person will serve as an important connection between Marketing, Reservations, Operations, Transportation, Catering, Cast, and company leadership. They will also provide direct support to the Director of Marketing with creative projects, administrative tasks, and company initiatives. We're looking for someone who takes initiative, solves problems independently, and isn't afraid to have difficult conversations when necessary. The ideal candidate is friendly, outgoing, confident, highly organized, and genuinely invested in the success of the business. This is not a role for someone who needs constant direction. We need someone who sees what needs to be done, figures out how to do it, and follows through until it's completed.

Duties and Responsibilities Include:

1.

Third-Party Ticketing & Online Sales Management Primary Responsibility:

Full ownership and optimization of Viator and other assigned third-party online ticketing platforms. Viator is a significant revenue channel for Mauka Warriors Lūʻau, and this position will be responsible for ensuring the account is actively managed, accurately maintained, and consistently optimized.

Responsibilities include:

• Take full ownership of the day-to-day management and optimization of the Mauka Warriors Lūʻau Viator account.
• Establish and maintain a strong working relationship with our assigned Viator account manager.
• Schedule and participate in weekly meetings with the Viator account manager to review account performance, opportunities, and improvements.
• Rewrite and optimize product listings with engaging, story-driven descriptions that accurately communicate the Mauka Warriors Lūʻau experience.
• Review, update, and organize listing photography to ensure all images are current, high-quality, and representative of the experience.
• Maintain accurate show schedules, availability, pricing, transportation details, inclusions, and booking instructions.
• Regularly audit listings and the customer booking experience to identify errors, inconsistencies, and opportunities for improvement.
• Monitor booking performance, conversion rates, customer reviews, cancellations, and other relevant performance metrics.
• Identify and recommend opportunities to increase listing visibility, improve conversions, and maximize revenue.
• Troubleshoot booking and platform issues directly with account representatives.
• Coordinate with Reservations and Operations to ensure all listing information accurately reflects current procedures.
• Manage and maintain additional third-party ticketing accounts, including GetYourGuide and other assigned online travel agencies.
• Maintain organized records of account changes, performance updates, and optimization efforts.
• Provide regular reporting and recommendations to the Director of Marketing.

Goal:

Maximize revenue, improve conversion rates, maintain listing accuracy, and ensure Mauka Warriors Lūʻau is competitively positioned across online ticketing platforms. 2. Customer Service Escalations & Guest Experience Management Serve as the designated escalation contact for customer concerns requiring additional attention, investigation, or resolution.

Responsibilities include:

• Handle escalated customer complaints received through phone, email, online platforms, or internal departments.
• Serve as a designated point of contact for third-party ticketing platforms when guest concerns, booking issues, or reservation problems arise.
• Resolve complex customer service issues, reservation discrepancies, and guest complaints.
• Create, modify, and troubleshoot reservations through FareHarbor and applicable third-party platforms.
• Work closely with the Reservations Manager and team to ensure guest concerns are addressed professionally and efficiently.
• De-escalate difficult customer situations with empathy, confidence, and professionalism.
• Coordinate appropriate resolutions within established company policies and approval guidelines.
• Maintain detailed records of customer escalations, actions taken, and final resolutions.
• Identify recurring guest concerns and recommend preventative solutions.
• Follow up with guests when necessary to ensure concerns have been appropriately resolved.
• Escalate serious or unresolved matters to the appropriate leadership team.

Goal:

Ensure customers feel heard, concerns are handled efficiently, and recurring issues are addressed at their source. 3. Online Review Management & Operational Improvements Take ownership of monitoring, responding to, and acting on customer feedback across all major online review platforms.

Responsibilities include:

• Monitor and respond to customer reviews on Google, TripAdvisor, Viator, GetYourGuide, and other relevant platforms.
• Ensure review responses are timely, personalized, professional, and consistent with Mauka Warriors Lūʻau brand standards.
• Identify recurring themes, concerns, and opportunities within customer feedback.
• Communicate guest experience concerns directly to the appropriate departments and managers.
• Work with Transportation, Catering, Operations, Reservations, Cast, and other teams to investigate complaints and identify solutions.
• Conduct on-site observations and guest experience evaluations when necessary.
• Participate in guest transportation rides or other operational activities to evaluate the customer experience firsthand.
• Follow up with department managers to ensure agreed-upon corrective actions have been implemented.
• Create and maintain a guest feedback and improvement tracker documenting complaints, responsible departments, action items, and resolutions.
• Escalate recurring or unresolved issues to leadership.
• Provide regular summaries of customer feedback, operational concerns, and improvements.

This position is expected to go beyond simply responding to negative reviews. The coordinator must actively investigate concerns, communicate with the appropriate departments, recommend solutions, and follow through to ensure improvements are made.

Goal:

Turn customer feedback into meaningful, measurable improvements in the guest experience. 4. Online Merchandise Store & Shopify Management Oversee the administrative and operational management of the Mauka Warriors Lūʻau online merchandise store.

Responsibilities include:

• Manage online merchandise orders from purchase through fulfillment.
• Coordinate with Operations and Willen to ensure orders are prepared, packaged, and shipped promptly.
• Create and maintain an organized merchandise tracking document.
• Maintain accurate inventory records for all products available through Shopify.
• Monitor product availability, sizes, colors, and inventory levels.
• Keep online product listings updated with accurate descriptions, pricing, photography, and availability.
• Coordinate product photography for new merchandise and product launches.
• Work with the Marketing team to ensure new merchandise is appropriately promoted.
• Identify opportunities to improve the online shopping experience.
• Troubleshoot customer order issues, shipping concerns, and inventory discrepancies.
• Track fulfillment timelines and proactively communicate delays or problems.
• Recommend improvements to merchandise organization, inventory tracking, and fulfillment procedures.

Goal:

Maintain an accurate, organized, and efficient online merchandise store that provides a positive customer experience and supports revenue growth. 5. Marketing Coordination & Graphic Design Support Provide direct support to the Director of Marketing with ongoing projects, creative needs, and administrative coordination.

Responsibilities include:

• Design and update marketing materials, including flyers, brochures, promotional graphics, one-pagers, presentations, and internal documents.
• Make timely design revisions as requested by marketing leadership.
• Ensure all creative materials align with established Mauka Warriors Lūʻau brand standards.
• Organize and maintain shared marketing assets and creative files.
• Assist with coordinating marketing projects, campaigns, and special events.
• Provide administrative and project coordination support to the Director of Marketing.
• Assist with data entry, reporting, tracking documents, and general marketing organization.
• Support company ownership with special projects and administrative needs as assigned through the Director of Marketing.
• Assist with additional marketing initiatives as business needs evolve.

Goal:

Help the Marketing department operate efficiently while maintaining consistent, professional, and high-quality creative execution. 6. On-Site Marketing Communication & Content Opportunities Serve as an important on-site connection between the Marketing department and daily lūʻau operations.

Responsibilities include:

• Proactively communicate changes to the guest experience that may impact marketing materials, website information, or promotional messaging.
• Notify the Director of Marketing about new food offerings, beverages, merchandise, activities, show additions, and other guest-facing updates.
• Identify upcoming construction, venue improvements, special guests, or operational changes that should be communicated or documented.
• Identify opportunities for social media content, photography, video production, and storytelling.
• Coordinate with on-site departments to help facilitate marketing-related activities.
• Alert the Marketing team to visiting experts, performers, special events, or unique opportunities worth capturing.
• Help ensure marketing messaging accurately reflects the current guest experience.
• Maintain regular communication with on-site departments to prevent important updates from being overlooked.

Goal:

Eliminate communication gaps between on-site operations and Marketing while proactively identifying valuable content and promotional opportunities. 7. Guest Hosting & Media Coordination Provide on-site hosting support for marketing-related visitors when needed.

Responsibilities include:

• Welcome and host influencers, content creators, and media representatives attending approved collaborations.
• Assist with hosting partners and affiliates when the Partnerships & Affiliates Manager is unavailable.
• Coordinate visitor arrival details, reservations, seating arrangements, and special requirements.
• Serve as an on-site point of contact for visiting media and approved promotional guests.
• Ensure hosted guests receive a professional, organized, and welcoming experience.
• Communicate important visit details and outcomes to the appropriate Marketing or Partnerships team members.

Note:

Partnership development, affiliate account management, outreach, commission tracking, and relationship ownership remain the responsibility of the Partnerships & Affiliates Manager. This position provides hosting and operational support only. 8. Cross-Department Coordination & Leadership Support Act as a reliable, proactive resource for the Director of Marketing, company ownership, and department managers.

Responsibilities include:

• Communicate regularly with Marketing, Reservations, Operations, Transportation, Catering, Cast, and other departments.
• Follow up on assigned projects and ensure tasks are completed.
• Identify operational inefficiencies and recommend practical solutions.
• Create and maintain organized tracking systems, documents, and workflows.
• Coordinate meetings, training sessions, and project updates as needed.
• Take initiative to learn unfamiliar platforms, processes, or systems independently.
• Communicate challenges, updates, and proposed solutions clearly to leadership.
• Assist with special projects and company-wide initiatives as assigned.
• Balance competing priorities while maintaining accountability and meeting deadlines.
• Take ownership of responsibilities and proactively identify ways to improve company operations and the guest experience.

Goal:

Be a dependable, solutions-oriented team member who helps move projects forward and ensures important tasks do not fall through the cracks. Qualifications & Experience Preferred Qualifications

• Bachelor's degree in Marketing, Communications, Business Administration, Hospitality Management, or a related field.
• Previous experience in customer service, guest relations, marketing coordination, or hospitality operations.
• Experience managing online travel agency platforms such as Viator, GetYourGuide, or TripAdvisor.
• Experience with reservation management systems, preferably FareHarbor.
• Experience with Shopify or e-commerce order management.
• Graphic design experience using Canva, Adobe Creative Suite, or similar platforms.
• Strong computer skills, including Google Workspace, spreadsheets, and digital tracking systems.
• Experience managing online reviews and resolving customer complaints.
• Previous experience in tourism, attractions, entertainment, or hospitality is a plus.

Required Skills & Personal Qualities Exceptional Communication Skills Able to communicate clearly, professionally, and confidently with customers, employees, department managers, vendors, and company leadership. Must possess excellent written and verbal communication skills. Assertive & Confident Comfortable having difficult conversations, addressing operational concerns, and following up with department managers to ensure problems are resolved. Must be able to advocate for the guest experience while maintaining positive professional relationships. Self-Starter & Resourceful Does not wait for step-by-step instructions. Takes initiative to research solutions, coordinate training, develop processes, and independently move projects forward. Customer-Focused Understands the importance of guest satisfaction and consistently makes decisions with the customer experience in mind. Persistent & Accountable Follows through on responsibilities, addresses obstacles directly, and ensures projects are completed rather than simply passed along. Highly Organized Able to manage multiple platforms, deadlines, guest concerns, and ongoing projects without losing track of important details. Detail-Oriented Recognizes the importance of accurate listings, reservations, schedules, pricing, inventory, and customer communication. Creative & Adaptable Comfortable shifting between graphic design, customer service, administrative work, and operational problem-solving. Collaborative but Independent Works well with every department while remaining capable of managing responsibilities with minimal supervision. Ownership Mindset Approaches responsibilities with the care, initiative, and accountability of someone personally invested in the company's success. Continuously looks for opportunities to improve processes, increase efficiency, and enhance the guest experience. Reporting Structure & Accountability This position reports directly to the Director of Marketing, who is responsible for establishing priorities, assigning responsibilities, evaluating performance, and providing overall direction. The coordinator will also support company ownership, including Kevin, with administrative, operational, and special projects as needed. Projects requested by ownership will be coordinated through the Director of Marketing to ensure clear priorities, manageable workloads, and consistent accountability. The position requires regular communication and collaboration with Reservations, Operations, Transportation, Catering, Cast, and other departments. While the coordinator is responsible for investigating concerns, coordinating improvements, and following through on assigned action items, department managers remain accountable for implementing changes within their respective departments. Matters requiring management authority or additional resources will be escalated to the Director of Marketing or appropriate company leadership. Schedule & Compensation Scheduling may require flexibility to accommodate guest hosting, operational observations, media visits, special events, and other business needs. All hours worked must be accurately recorded, and overtime must be approved in accordance with company policy and applicable Law. Performance Reviews & Professional Development Formal performance reviews will be conducted every six months to evaluate:

• Third-party ticketing account management, optimization, and performance.
• Customer service quality and successful resolution of escalated concerns.
• Implementation and follow-through on guest experience improvements.
• Accuracy and efficiency of online merchandise management.
• Quality and timeliness of marketing and graphic design support.
• Communication, organization, and cross-department collaboration.
• Initiative, independence, problem-solving, and overall accountability.

Performance reviews will provide an opportunity to discuss professional development, evolving responsibilities, performance goals, and potential compensation adjustments. Compensation increases are performance-based and are not guaranteed with each review. What Success Looks Like A successful Customer Experience & Marketing Coordinator will:

• Maintain fully optimized, accurate, and regularly updated third-party ticketing listings.
• Develop a strong working relationship with the Viator account manager and actively pursue revenue growth opportunities.
• Respond to guest reviews and customer escalations promptly and professionally.
• Identify recurring guest experience problems and follow through until corrective actions are implemented.
• Keep the online merchandise store accurate, organized, and running efficiently.
• Ensure the Marketing department stays informed about on-site changes and content opportunities.
• Provide reliable graphic design, administrative, and project coordination support.
• Build strong working relationships across departments.
• Take initiative, solve problems independently, and continuously look for ways to improve the business.

Above all, this person should make life easier for leadership, improve the guest experience, protect and grow important revenue channels, and take genuine ownership of the responsibilities entrusted to them.

Pay:

From $23.00 per hour Expected hours: No less than 25.0 per week

Benefits:

401(k) Employee discount Flexible schedule Flexible spending account Health insurance Life insurance

Work Location:

Hybrid remote in Kapolei, HI 96707