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 - Oversees daily agent activities at the Front Desk and ensures all Team Members are adhering to the company standards.
- Interacts with the guest and handles all guest requests.
- Provides a four diamonds and more experience by focusing on exceeding guest expectations.
- Supports the Front Desk Agents by providing constant feedback and training.
- Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.
- Responsible for controlling the inventory levels and works closely with the purchasing department.
- Coordinates the quality, efficiency, and safe operations of the Front Office department.
- Ensures safe and efficient flow of traffic of arriving and departing guests.
- Reviews occupancy flow patterns throughout the evening as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service.
- Maintains open lines communication with other departments
- Interacts frequently with guests to ensure satisfaction with services
- Attends all required meetings for position
- Oversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all times
- Conducts regularly scheduled meetings and training as required
- Answers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction
- Ensures that all requests are handled promptly, accurately, and with utmost courtesy
- Reviews/maintains daily payroll report/records for overnight team, maintaining labor costs within forecasted budgetary guidelines
- Ensures that all daily and group reports are distributed to appropriate parties
- Other duties as assigned
General - Maintains clean and excellent condition of Back Office area and equipment
- Maintains proper stock of all supplies in Back Office Area
- Executes emergency procedures in accordance with hotel standards
- Notifies appropriate individuals and departments of any problems or unusual matters of significance
- Attends all appropriate hotel meetings and training sessions
- Is polite, friendly, and helpful to guests, employees, and management
- Promotes and applies teamwork skills at all times
- Complies with all hotel standards, policies, and rules
- Complies with safety regulations and procedures
- Remains current on hotel information and changes
Qualifications - Excellent communication skills oral and written
- Excellent guest service skills
- Knowledge of computer programs utilized in property management
- Able to work a flexible schedule, including weekends and holidays
- Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
- Minimum two years experience as Front Desk Agent at a comparable quality property
Salary range for this position, based on experience, is $68,640.00 to $83,000.00.