Loyalty Ambassador

Omni Hotels & Resorts•Charlotte, NC

2d•Onsite

About The Position

Responsible for developing proactive personal, professional relationships with Select Guests, acting as an advocate and point of contact for all Select Guests. Responsible for understanding the basic tenets of Room Merchandising and integrating that knowledge with Selective Selling Techniques to sell the right rooms to the right customers at the right rate.

Requirements

Prior guest service experience required, preferably in hotels.
Excellent customer service skills and up-selling techniques
Must have strong communication, presentation, training and organizational skills
Maintain a professional business appearance, attitude, and performance
Move, bend, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance.
Stand, walk or sit for an extended period or for an entire work shift.
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Responsibilities

Facilitate the Select Guest program and insure Select Guest needs/requests are met.
Make / Change/Cancel reservations.
File Reservations and back-up.
Handle mail/correspondence.
Process confirmations.
Process 800 number reservations.
Maintain the Select Guest Database (profiles that contain guests’ preferences)
Insure 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 guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
Be familiar with all systems and equipments as related to the Front Office (EPITOME, Nucleus, GoConcierge, Synergy, Vingcard Vision, Two-Way Radio Dispatch, ISD Firepanel )
Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
Be an ambassador for the hotel
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.
To be familiar with the inter-relationship between the different departments (to include PBX, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing)
To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls)
Respond to any reasonable task as assigned by management
Aid guests in locating other areas of the hotel (walk them to destination if possible)
Familiarity with parking validation procedures
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
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.