Loyalty Ambassador

Corporate Office•Carlsbad, CA

11d•$26•Onsite

About The Position

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.

Requirements

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

Responsibilities

Develop proactive professional relationships with Select Guests, VIPs and disappointed clientele acting as a resource and point of contact for these guests
Be knowledgeable about all Rooms Division standard operating procedures
Respond to guest relations issues on a timely basis
Follow up with guests during their stay to ensure effectiveness of recovery efforts
Monitor timely closure of all opportunity comments
Own the Select Guest program. Implement property-specific or companywide Select Guest promotions and/or communications.
Collaborate with Department Heads for Department specific guest follow up as needed
Assist Front Office Leadership with their tasks/assignments as needed especially during peak times. (example: check-in and check-out of guests).
Track and analyze Medallia scores and trends
Respond to all social media guest comments - Google, Trip Advisor, etc
Maintain good working relationships and open lines of communication with all other departments
Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently, thoroughly and courteously
Uphold the hotel's commitment to gracious hospitality and follow through on staff training programs
Track goals and objectives for all areas of responsibility by department; formulate new and fine tune existing goal.