Loyalty Ambassador

Omni Hotels • Fort Lauderdale, FL

68d

About The Position

Be a part of the pre-opening team for the Omni Ft. Lauderdale Hotel! Opening Fall 2025, the Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel will also have over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views. Responsible for developing proactive personal, professional relationships with Select Guests members, acting as an advocate and point of contact for all Select Guests.

Requirements

• Must have strong communication, presentation, training, and organizational skills.
• Excellent customer service, up-selling, communication and problem-solving skills.
• Maintain a professional business appearance, attitude, and performance.
• Must be able to work a variety of shifts, including weekends and holidays.
• Prior customer service experience required, preferably in hotels.

Responsibilities

• Facilitate the Select Guest program and ensure Select Guest needs/requests are met.
• Make/change/cancel reservations.
• Handle mail/correspondence.
• Process confirmations and 800 number reservations as needed.
• Maintain the Select Guest Database (profiles that contain guests' preferences).
• Ensure proper handling of Select Guest, and VIP reservations through communication with the operational departments of the hotel.
• Place reserved specials and amenities in room for select guests.
• Execution of assigned tasks utilizing Microsoft Office and the Internet.
• Be familiar with all systems and equipment as related to the Front Office (Opera, Alice, Synergy, Two-Way Radio Dispatch).
• Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
• Be an ambassador for the hotel to build and maintain a loyal customer base.
• To be thoroughly acquainted with all check-in and check-out procedures and policies.
• To appropriately protect confidential guest information and guest room key access according to front office SOP's.
• Respond to any reasonable task as assigned by management.
• Work closely with the Loyalty Manager.
• Aid guests in locating other areas of the hotel (walk them to destination if possible).
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Maintain Four Diamond standard of guest services.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.
• Be familiar with all hotel facilities and amenities.
• Be familiar with the inter-relationship between the different departments.
• Understand the importance of our Medallia scores.
• Proper phone etiquette; answering the phone with a smile in your voice.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties & special projects as assigned by the management team.
• Work with Front Desk, Concierge with enrolling guest into the Select Guest program.
• Creating special moments, WOW moments for our guests for a memorable stay.
• Work with the Front Desk closely with check ins and outs, Select Guest enrollments and what is needed at Front Desk.

What This Job Offers

• Industry: Accommodation
• Number of Employees: 5,001-10,000 employees