Guest Experience Manager

7 days ago

Coronado, United States Loews Hotels Full time

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. #J-18808-Ljbffr

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