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
• Monitors 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