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. Coordinate... more details
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.
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