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