Loyalty and Experience Manager

La Costa Resort and Spa

Nestled among the beautiful coastal foothills of Carlsbad, CA, Omni La Costa Resort & Spa is honored as the #1 Wellness Spa by Spa magazine. Omni La Costa's acclaimed restaurants present an updated take on locally inspired cuisine and culinary delights. Steps from your door, world-class accommodations, championship golf and tennis, eight pools and more anxiously wait to welcome your arrival.

Omni La Costa associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, Omni La Costa may be your perfect match.

The Loyalty and Experience Manager creates an elevated experience for all guests of the resort while focusing on Loyalty to the Omni brand through the Select Guest program.

Loyalty Ambassador Champion for the Resort including designated trainer for the Select Guest program.
• Respond and resolve all ELMER's tickets in timely manner
• In charge of responding to guest surveys/reviews and data analysis, identify trends and share this information during our Weekly Operations meeting.
• In charge of doing daily Follow-ups with guest listed on the MOD report
• Attend stand up meeting and share Medallia scores/trends
• Utilize resources to anticipate guest's needs prior to their arrival and during their stay
• Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
• Act as an advocate and point of contact for all Select Guests.
• Design and implement property specific Select Guest promotions and/or communications.
• Maintain inventories of all Select Guest collateral and amenity materials.
• Enhance experiences with Select Guest by offering personalized service, meet and greet, escort, in house calls, etc.
• Increase enrollment for frequent guest and organize resort activations related to Select Guest.
• Interdepartmental liaison between all departments and VIPs/Select Guests/Villa owners.

This is a brief description of this position. Other duties may be assigned.

• 3 years of hotel/resort supervisory experience required.
• 1 year of experience in Front Office/Rooms Division.
• Upscale hotel/resort experience preferred.
• Degree in Hotel Management preferred.
• Must have excellent professional written and verbal communication skills that reflect collaborative and engaging interactions.
• Knowledge of computers and office 365 is essential.
• Must be able to work in a fast-paced environment and resolve issues immediately.
• Fluency in a foreign language is a plus.
• Expert in Data Analysis and able to identify trends
• Opera PMS knowledge preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Annual Salary: $66,560k - $70,000k

The pay scale provided is a range that Omni Hotels & Resorts reasonably expects to pay. Actual compensation offered may fluctuate based on a candidate's qualifications and/or experience.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.