Guest Experience Manager

Perched on its own 15-acre peninsula, Loews Coronado Bay Resort is a private oasis of tranquility near San Diego. This Coronado hotel offers views of the shimmering bay waters and the San Diego skyline. Welcome to Coronado's Secluded Water Escape.

Job Specific

• Owns and Resolves all Guest Issues

• Monitor's HOTSOS and Ensures timely resolution of all Guest Requests

• Arranges Apology Notes and Amenities for All Guest Issues

• Provides Fond Farewell Meet and Greet for all Guests departing with an Issue

• Responds to all post stay surveys and online feedback

• Oversees Recovery Stay Program

• Ensures communication of VIP Arrivals and provides Meet and Greet and Escort to Room.

• Coordinates pre-blocking of rooms for guests arriving with special requests.

• Coordinates the exceptionally professional and seamless welcome, registration, luggage handling, and escort to room for guests.

• Oversees Pre-Registration, Amenity Delivery, and Airport Pick-Up and Drop-Off for VIP Guests.

• Works MOD Shifts with the Reception Desk.

• Creates and shares daily guest issue logs and resolutions

• Inspects all aspects of the Guest Journey in the Rooms Division, and provides ongoing training, coaching, and counseling to ensure all standards are being met.

• Analyzes trends in Medallia provides Root Cause Analysis to the Executive Committee

• Along with Recreation Supervisor - creates and executes fun and engaging activations and entertainment year-round for resort guests and locals

• Places dining, leisure, and recreational activity reservations for guests.

• Participates in Pre-convention meetings

• Inspects and Maintains overall cleanliness and appearance of the concierge desk, front desk, bell desk, lobby, and driveway - including temperature, lighting, and music.

• Manages department costs and updates budget and forecast

• Prepares weekly schedules

• Completes weekly payroll

• Prepares daily, weekly, and monthly reports analyzing guest issues and resolution costs - and makes recommendations on long term resolutions.

• Owns resort wide Team Member Recognition Program

• Owns resort wide Surprise and Delight Program

• Direct Reports: Concierge, Recreation Supervisor, Quality Assurance Manager

General

• Promotes and applies teamwork skills at all times

• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

• Is polite, friendly, and helpful to guests, management and fellow employees

• Executes emergency procedures in accordance with hotel standards

• Complies with required safety regulations and procedures

• Attends appropriate hotel meetings and training sessions

• Maintains cleanliness and excellent condition of equipment and work area

• Complies with hotel standards, policies and rules

• Recycles whenever possible

• Remains current with hotel information and changes

• Complies with hotel uniform and grooming standards

Salary range for this position, based on experience, is $64,480.00 to $80,000.00.