Open policydoor

Claudia Ludlow manages Glorietta Bay Inn with an inclusive and welcoming style

By NICOLE SOURS LARSON

Claudia Ludlow’s secret to success as general manager of the Glorietta Bay Inn lies in her ability to make people happy. That applies to both her guests and her fellow employees.

She and her team have brought a host of awards and honors to the historical boutique hotel, which was originally built by sugar baron and San Diego developer John D. Spreckels in 1908 as his personal residence.

These awards include General Manager of the Year from the California Hotel & Lodging Association (2012), as well as Best Guest Relations statewide from the California Hotel & Lodging Association (2013) and nationwide from the American Hotel & Lodging Association (2014).

Complementing these accolades, Ludlow’s peers chose her as chair of the hospitality marketing group Discover Coronado in 2014 as well as chair of the Coronado Chamber of Commerce during the tough pandemic year of 2020. And last year, the Coronado City Council proclaimed June 21, 2021, as Claudia Ludlow Day.

Yet, the ever-modest Ludlow, who joined the hotel in 2002 and became general manager in 2010, consistently shares any praise with others.

“The executive team was amazing. They did so much work during the pandemic to help the businesses,” she said. “I see myself solving problems. It’s something that comes very naturally. Both your employees and your guests appreci- ate it — along with my open door.”

Ludlow, now 49, is not your traditional hotel general manager. She didn’t attend hotel school, nor even college, but values education highly and has completed many professional development certificate programs.

Todd Little, executive director of Discover Coronado, which markets meetings and conventions for Coronado’s four major resort hotels, has worked with her since 2010 as a leader on his board of directors. He considers Ludlow — the current treasurer of Discover Coronado — one of his most valued volunteers.

“Claudia’s paid her dues. She’s worked her way to the top. She recognizes what things need to be done and is always the first to volunteer. She’s a tremendous asset and one of the pillars of our organization,” he said. “She’s also funny, warm, whip smart and caring — and much beloved. Nobody is going to work harder than Claudia. What a privilege to work with her,” Little exclaimed.

Ludlow’s success as general manager of a prestigious boutique hotel was not a given. Born in Tijuana, the youngest of three children, she describes herself as “Blaxican.”

Her father, George Ludlow, was the son of James and Tallie Ludlow, early African

American Coronado residents who arrived from Washington, D.C., about 1918 and operated the Satisfied Dry Cleaners on Orange Avenue.

Ludlow’s parents separated when she was about 6. Her Mexican-born mother, Vicenta Ludlow, routinely juggled two or three jobs, often in hospitality roles, while raising her children. She is now retired and lives with Ludlow in Imperial Beach. Ludlow’s father died in 2005 at the age of 91.

Ludlow grew up with her mother, bouncing between Coronado and the Barrio Logan area, the first place she experienced discrimination as a minority. Self-described as a “rebellious child” who “tormented her family,” Ludlow got into trouble and involved with drugs in high school. Her mother, her rock to this day, stood by her, insisting on two stints in rehab. Toward the end of her second round, she ran away, objecting to the “things they were making up about me.”

“I told my mom, ‘If you let me come home, I’ll go to school and go to work,’ ” she said.

Ludlow, determined to take responsibility for her own life, cleaned up her act and graduated from Coronado High School, although a year late, in 1992.

“I knew I couldn’t get into college, but I took computer and other business-related classes,” Ludlow said.

These courses led her toward a lifelong love of reading and learning.

Ludlow quickly found a job babysitting for a family friend who’d known her since early childhood. The friend, who worked at the Hotel del Coronado, thought she’d be a natural to work in hospitality and introduced her to the front desk manager at The Del.

“I went to him and asked for the opportunity to work,” she explained.

She never looked back.

Ludlow, then in her late teens, joined the Hotel Del as a bell desk receptionist. She loved the work and soon was promoted to the audiovisual department, helping to stage meetings and shows. She worked at The Del four years before moving on to the U.S. Grant Hotel in San Diego. There, she spent three years as a sales manager specializing in corporate and group conference sales, followed by a year as sales manager at the Pala Mesa Resort in Fallbrook.

When she joined the Glorietta Bay Inn as a human resources assistant in 2002, she took a step down professionally. But the long commute to Fallbrook wreaked havoc on her family life and care of her three young children, now ages 14 to 27.

Ann Alpert, the former vice president of Girard Capital, which then owned the Glorietta Bay Inn hired Ludlow, mentored her and now considers her one of her closest friends.

“I knew instantly she had all the personality, drive and skill set. I knew she could do the job. The rest is history. She took a lower-level job as a back-office person and quickly rose to become general manager,” Alpert said. “She’s one of the best managers I’ve ever worked with. She recognizes talent and then gives them the responsibility while providing excellent feedback. You have happy employees; you have happy guests.”

But recent years have been challenging as staffing shortages persist for the inn, which has 11 historical mansion rooms and 89 contemporary rooms and suites.

After furloughing all but a handful of her key staff at the start of the pandemic in March 2020, Ludlow left the inn, her future career in doubt. Coronado’s hospi- tality industry had all but shut down.

True to character, Ludlow had chosen herself to be furloughed, prioritizing the property’s maintenance, her staff’s jobs and potential guests’ care over her own position.

“I left here not sure if I’d ever come back,” she said. But Kamla Hotels, who bought the property in 2018 and kept her on as general manager, brought her back after 50 days.

Ludlow emphasized the importance of creating a welcoming environment for guests.

“The little touches make a world of difference. I ask staff to find out why guests are here. Sometimes it’s not the happiest of reasons. Then we welcome them in a different way to make them comfortable. I enjoy making people comfortable, giving people a smile,” she said.

If something goes wrong with a guest’s experience, she’ll do everything possible to make things right. On one occasion, the hotel had failed to provide special cupcakes that longtime clients had requested.

“I took some cupcakes and delivered them to the clients in Scottsdale and had breakfast with them. The staff’s hospitality to our guests is everything,” Ludlow explained.

Her employees appreciate the accessibility of her open door and her willingness to pitch in when needed.

“When I go do a room inspection, I take along my own cleaning bag. If anything needs a touch-up, I take care of it. There’s no shame. The staff has seen me do it all. They see me cleaning toilets — but I still can’t tuck the bed corners properly,” she said, laughing.

Consistent mentoring all the way up the ladder, Ludlow said, has been key to her success.

“The person I work with has to be my mentor. How else will I learn? Everyone I’ve crossed paths with has taught me,” she explained.

She’s now in the position to pass along her knowledge. “My goal is to grow people and get them out of here, send them on to Loews (Coronado Bay Resort) and The Del. When I hear they’re doing well, that warms my heart.”

Ludlow wants her former employees to look back and think she was great to work with and that she treated them like an equal. She carries that attitude into her volunteer work with MANA de San Diego, a nonprofit whose mission is to “empower Latinas through education, leadership development, community service, and advocacy.”

“When I joined MANA, I became part of this great network of prominent Latina women who so inspired me,” Ludlow said.

Rosa Hernández, who met Ludlow through MANA, observed Ludlow’s skill in recognizing and nurturing ability that others might not see.

“Claudia is a very passionate, deliberate and kind leader. She’s been able to help the community see things through a different lens, as a woman, Latina and Mexican,” Hernández said.

Ludlow’s journey from troubled teen to successful hotel general manager circled back recently to Coronado High School, where she attended her 30th class reunion.

How was she received?

“My friends were so proud of me,” Ludlow reported. ■