Guest Relations Ambassador- FT

Job Locations US-CA-Carlsbad
Posted Date 1 month ago(9/14/2021 9:23 AM)
Requisition ID
2021-55072
# of Openings
1
Category (Portal Searching)
Front Office Operations

Location

La Costa Resort and Spa

 

La Costa

 

Nestled among the beautiful coastal foothills of Carlsbad, CA, Omni La Costa Resort & Spa is honored as the #1 Wellness Spa by Spa magazine. Omni La Costa's acclaimed restaurants present an updated take on locally inspired cuisine and culinary delights. Steps from your door, world-class accommodations, championship golf and tennis, eight pools and more anxiously wait to welcome your arrival.

 

Omni La Costa associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, Omni La Costa may be your perfect match.

Job Description

This position’s focus will be on guest satisfaction through supporting our loyalty program, Medallia, social media and guest recovery. The Guest Relations Ambassador serves as an advocate and creates memorable relationships with our guests. He or she is the point of contact for all Select Guests, VIPs and guests who may have had a disappointing experience ensuring that all their needs are met with the highest level of service, always keeping in mind the Power of One.

 

KEY RELATIONSHIPS:

Internal: Rooms division, Bell Staff, Reservations, Front Office Management, Sales, Housekeeping. F & B, Accounting, Engineering, Security and Villa Coordinator

 

External:

Resort guests, Select Guests, VIPs, guests who have encountered difficulties and villa owners

Responsibilities

Include the following. Other duties may be assigned.

  1. Develop proactive professional relationships with Select Guests, VIPs and disappointed clientele acting as a resource and point of contact for these guests
  2. Be knowledgeable about all Rooms Division standard operating procedures
  3. Respond to guest relations issues on a timely basis
  4. Follow up with guests during their stay to ensure effectiveness of recovery efforts
  5. Monitor timely closure of all opportunity comments
  6. Own the Select Guest program. Implement property-specific or companywide Select Guest promotions and/or communications.
  7. Collaborate with Department Heads for Department specific guest follow up as needed
  8. Assist Front Office Leadership with their tasks/assignments as needed especially during peak times. (example: check-in and check-out of guests).
  9. Track and analyze Medallia scores and trends
  10. Respond to all social media guest comments - Google, Trip Advisor, etc
  11. Maintain good working relationships and open lines of communication with all other departments
  12. Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently, thoroughly and courteously
  13. Uphold the hotel's commitment to gracious hospitality and follow through on staff training programs
  14. Track goals and objectives for all areas of responsibility by department; formulate new and fine tune existing goals
  15. This job description is not intended to be and should not be construed as an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with the position. While it is intended to be an accurate reflection of the job requirements, La Costa Resort and Spa Management reserves the right to modify, add or remove duties and to assign other duties as necessary

 

LANGUAGE SKILLS

Ability to write reports, business correspondence and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

 

REASONING ABILITY

Ability to solve practical problems and deal with a variety of unique situations. Ability to interpret a variety of instructions furnished in written, oral or diagram.

 

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee frequently is required to talk or hear.  The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must regularly lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

 

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.                        

  • Extensive customer service experience with an emphasis on hotel operations and guest services is preferred
  • Hotel Front Desk experience preferred
  • Must have excellent professional communication skills in English both verbally and in writing via e-mail, by telephone and in person
  • Ability to work cohesively with other departments and co-workers as part of a team
  • Knowledge of computers is essential
  • Previous leadership experience preferred
  • Be an empathetic problem solver with excellent relationship building skills

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