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Guest Experience Manager

Loews Hotels, LLC.
United States, California, Coronado
4000 Coronado Bay Road (Show on map)
Jul 13, 2024
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
Salary range for this position, based on experience, is $64,480.00 to $80,000.00.
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