About the position
The purpose of the loyalty ambassador is to coordinate with Housekeeping, Front Office and Reservations department regarding inventory and special projects. The same individual will be responsible for developing relationships with our Select Guest members and to serve as their point of contact during their stay to ensure a flawless stay. Approaching all encounters with guests and employees in a friendly, service-oriented manner.
Responsibilities
- Have a wealth of knowledge of all room types.
- Understand hotel occupancy trends.
- Familiar with Housekeeping department's policies and procedures.
- Familiar with Front Office department's policies and procedures.
- Familiar with Sales and Reservations department's policies and procedures.
- Extensive knowledge with all technical equipment related to Front Office, Housekeeping, and Reservations departments.
- Familiar with all hotel facilities.
- Understand the inter-relationship between different departments.
- Familiar with guest scenarios.
- Understand general organization set-up.
- Previous cash handling experience.
- Maintain, organize, and analyze guest surveys.
- Work with and understand financial information and data, and basic arithmetic functions.
- Excellent communication and presentation skills.
- Proven phone etiquette.
- Prefer High School Diploma.
- Ability to stand and/or walk for long periods of time and lift/push/pull up to 30 lbs.
- Work a flexible schedule, including nights, weekends, and holidays.
- Greet all guests, using surnames when obtained.
- Maintain regular attendance in compliance with Omni standards.
- Maintain high standards of personal appearance and grooming.
- Comply with Omni Standards and regulations.
- Review PMS inventory and house count for availability and rates.
Requirements
- Utilizing Opera and other hotel systems to input and share data between departments.
- Analyzing business trends and organizing room inventory based on hotel demand.
- Create memorable experiences for Select Guests during their stay.
- Resolve any guest concerns a select guest member might have.
- Conduct guestroom inspections before arrivals.
- Ensure special requests and needs are communicated to the correct departments.
- Ensure special occasion amenities via In-Room Dining.
- Creatively problem solve quickly and accurately in stressful situations.
- Conduct Loyalty Program training and monthly Loyalty meetings.
- Perform any additional task assigned by Front Office Management.
- Assimilate complex information and adjust to meet constraints.
- Multi-task in a busy environment and follow through on guest requests.
- Service and detail oriented with a friendly demeanor.
- Troubleshoot potential problem areas according to data.
- Work with the sales department to coordinate blocking of group functions.
- Maintain and market special guest programs.
- Promote the Select Guest program to non-members.
- Maintain Select Guest product inventories.
Nice-to-haves
- High School Diploma preferred.
