Loyalty Ambassador

Omni Hotels & Resorts•Chicago, IL

1d•$28•Onsite

About The Position

This role cultivates a strong and loyal guest base by delivering exceptional, personalized experiences that encourage repeat stays. This position ensures a seamless and welcoming arrival and departure, supports a memorable stay, and serves as the primary point of contact for guests. Through prompt, courteous service and effective resolution of challenges at every stage of the guest journey, this role strengthens guest satisfaction and loyalty to the Omni brand.

Requirements

Previous experience with hotel guest services highly preferred
Intermediate Microsoft office experience highly preferred
Excellent customer service skills
Must have strong communication, presentation, training and organizational skills
Maintain a professional business appearance, attitude and performance
Must be able to work a flexible schedule including weekends and holidays
Ability to sit/stand/walk for extended periods of time

Responsibilities

Guest Experience & Relationship Management
Build and maintain strong relationships with Select Guests and frequent Business Travelers, serving as their primary point of contact for hotel - and program-related questions.
Create memorable, personalized experiences throughout each guest’s stay, including greeting Select Guests upon arrival and ensuring their needs are proactively met.
Review daily arrival reports, guest profiles, special occasions, and historical preferences to anticipate and prepare for Business Travel and Select Guest arrivals.
Ensure a warm, professional environment that encourages open communication and exceptional guest engagement.
Arrange amenities and special touches through In‑Room Dining or other departments to elevate select guest and special‑occasion stays.
Resolve guest concerns promptly while communicating needs or special requests to the appropriate departments.
Business Travel & Loyalty Program Support
Serve as the main point of contact for day‑to‑day reservation needs of Business Travel accounts, including reservation requests, VIP arrangements, and traveler support.
Execute Business Travel promotions and initiatives as directed by the Business Travel Manager.
Identify and communicate leads for new or repeat business opportunities.
Conduct bi‑weekly one‑on‑one calls with the Business Travel Manager to review acquisition opportunities and assess current Business Travel Select Guests.
Plan and support quarterly Business Travel and Select Guest activation events.
Promote the Select Guest loyalty program to non‑members, track enrollment goals, and reinforce program education with hotel teams.
Conduct loyalty training for Front Office and other hotel associates and distribute monthly loyalty program updates to all departments.
Maintain inventory of Select Guest program products and materials.
VIP Operations & Coordination
Greet Icon and Champion members upon arrival when applicable and ensure all VIP arrivals are verified and prepared.
Assign Select Guest, Icon, and Champion rooms and confirm room readiness, including conducting VIP room inspections.
Act as liaison with the Catering Services team for group VIPs and key contacts.
Assist with Front Office operations as needed, including checking in Champion‑level and above travelers whenever possible.
Keep the General Manager informed of upcoming high‑profile arrivals and guest needs.
Perform any additional duties assigned by Management.
Engagement, Service Standards & Property Atmosphere
Consistently deliver friendly, polished service—greeting all guests with a smile and using surnames when known.
Actively engage with guests to create unique, personalized memorable WOW moments at every opportunity.
Support efforts to improve guest satisfaction scores, including Medallia metrics.
Ensure an elevated environment in all public areas, maintaining optimal scent, music, and lighting levels.
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attempts to communicate with guest in guest's native language, if applicable.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
Summons Bell Services Associates to escort guests to/from their rooms as appropriate.
Operate various office machines.
Performs duties as assigned by Director of Operations or General Manager