Loyalty Ambassador - FT

Omni Hotels & Resorts • Tucson, AZ

87d

About The Position

The Loyalty Ambassador will be responsible for enhancing the Omni Tucson pre-arrival, in-house, and post-departure experience. They will offer exceptional service to our Select Guests enhancing and creating a personalized experience that aligns with their existing reservation. The Loyalty Ambassador duties will include knowing all things Select Guest, setting up their reservation’s pre-arrival, following up with guest during their stay, and sending a post departure email to ensure that the guest time at the property was not but exceptional. The Loyalty Ambassador will also assist our Select Guest with spa and restaurant reservations, that creates enriching experiences to ensure guest satisfaction. The Loyalty Ambassador will help customize all aspects of the guest stay and provide our higher tier Select Guest with a Select Guest Folder with all information needed throughout their stay. The Loyalty Ambassador will be responsible for understanding the Select Guest Program and cultivating relationships with all guests while enhancing and highlighting the Loyalty Program.

Requirements

• Previous hotel reservations and/or Front Desk experience is preferred.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
• Computer proficiency.
• Excellent knowledge of local community and surrounding areas.
• Excellent problem-solving skills and organizational skills.
• Able to multi-task and handle guest concerns.
• High school diploma or equivalent.
• Must be able to communicate effectively with internal and external guests.

Responsibilities

• Lead training for new associates on the Select Guest programs as appropriate for each job function.
• To be thoroughly acquainted with all Select Guest member programs, promotions, contests and benefits.
• Conduct monthly Loyalty Ambassador meetings with the Operations team.
• Host lobby activations when appropriate for the property to promote the Select Guest program and engage with guests who are currently not members.
• Create relationships with current and prospective Select Guest members and follow through with any complaints.
• Enlightening/Attending all departments in their ATGT’s with Select Guest promotions, contests, and current information.
• Have consistent knowledge of hotel services (outlet hours of operation, spa services, activities calendar, local attractions, local events etc.) and events; communicate to guests via phone and/or email.
• Prepare guest itineraries and distribute them at check-in for our Higher Tier Level Guest.
• Liaise with Front Office/for details of groups, VIPs, Select Guest, promotions and packages.
• Ensure that all amenities are added into ALICE for Higher Tier Level Guest and Select Guest of the Day.
• Add detailed comments in reservations about guest requests and needs to maintain proper communication with the Front Desk and Rooms Controller to ensure guest satisfaction.
• To review and respond to Medallia comments from Select Guests.
• Upsell reservations to upper room types to ensure that guest needs and requests are met.
• Assist with Front Desk duties as necessary based on business demands including check-ins, check-outs, answering phones and other guest inquiries.
• Attend monthly Loyalty Ambassador meetings and drive Select Guest Enrollments monthly.
• Schedule pre-arrival calls accordingly and communicate directly with guests, both in person and by telephone.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees