Concierge - Loyalty Ambassador

Why work for The Sheraton San Diego Resort?

If you are seeking an exciting opportunity in Hospitality offering an elevated guest experience – Sheraton San Diego Resort is a fit for you! Our culture is driven by our care for our guests and associates alike. Our mission is to be a resort where guests love to stay and our associates love to work!

The Sheraton San Diego Resort is a downtown waterfront resort that offers you breathtaking views of downtown San Diego and the San Diego Bay. We offer a competitive pay rate and a very complete benefit package; health insurance, paid time off, retirement plan, dental insurance, vision insurance, life insurance, employee discount, employee assistant program, food provided.

Summary of Position

The Concierge/ Loyalty Ambassador is a highly visible resort host based in the lobby, focused on delivering personalized, elevated experiences while driving incremental resort revenue. This role combines proactive guest engagement, elite loyalty recognition, destination expertise, and strategic upselling of premium resort offerings. The Ambassador builds genuine connections with guests while identifying opportunities to enhance their stay through thoughtful recommendations and upgrades.

The rate for this position is at $22.50 per hour.

Work Hours

• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Must be able to prioritize and work efficiently with limited supervision.
• Must be detail oriented and able to multi-task efficiently.
• Must be able to speak and understand and communicate the primary language(s) used in the workplace.
• Must possess excellent communication, follow up, and organizational
• Sets high personal performance
• Must be proactive and have a creative, positive, and focused
• Maintaining confidentiality and sensitive information is a
• Must have the ability to push, pull bend, squat and lift up to 50 lbs. on a regular basis.
• Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.

Job Responsibilities

Resort Guest Experience & Lobby Hosting

• Serve as a warm, engaging presence in the lobby, creating a relaxed and welcoming resort arrival experience
• Proactively engage guests to anticipate needs and personalize the stay experience
• Deliver service recovery with empathy, creativity, and a guest-first mindset
• Act as the primary on-property host for elite loyalty members and property VIP's
• Send personalized pre-arrival emails to elite guests highlighting resort experiences, upgrades, and premium offerings
• Coordinate recognition moments, amenities, and preferences for elite and repeat guests
• Build long-term relationships that drive loyalty and repeat visitation

Local & Destination Expertise

• Serve as a knowledgeable destination expert for the resort and surrounding area
• Provide curated recommendations for dining, beaches, activities, wellness, and local experiences
• Stay informed on seasonal offerings, special events, and resort programming

Resort Activations & Programming

• Support and help execute lobby activations and resort experiences
• Engage guests during activations to promote participation and enhance the overall atmosphere

Upselling & Revenue Generation

• Promote and upsell studio suites, premium suites, cabanas, and other resort enhancements before arrival and during the stay
• Manage inquiries and bookings for studio suite rentals and premium resort spaces
• Ensure premium spaces are presented and utilized in alignment with brand and revenue goals
• Partner with Sales and Events teams when applicable
• Follow 4 Keys service standards, standard operation procedures, and safety standards
• Follow all appropriate policies and procedure while constantly striving to improve all standards of operations
• Follow safety and security procedures
• Work cohesively with co-workers and all departments as part of a team
• Adhere to attendance and reliability standards
• Follow all additional duties as assigned by management

Qualifications & Skills

• Previous experience in concierge, guest services, resort…