Loyalty Ambassador | Full-Time

Omni Hotels & Spas•Champions Gate, FL

7d•Onsite

About The Position

The Loyalty Ambassador ensures that all Select Guest members receive a superior level of service quality in room choice, requests, upgrades, credits for stays and airline mile credits when applicable. This role is also responsible for ensuring all guest issues are handled and that the information is passed on to a manager. The Loyalty Ambassador will develop proactive personal relationships with Select Guests and Barton Creek Members, acting as an advocate and point of contact for all Select Guests. They will greet Select Guests upon arrival, resolve all Select Guest complaints in a timely manner, and identify all arriving Select Guests and Barton Creek Members, ensuring they receive their personalized preferences prior to their arrival. The role involves maintaining accurate, up-to-date information on all Select Guests in all computer systems and assisting as a liaison with golf and spa staff to arrange appointments and tee times. Additionally, the Loyalty Ambassador will maintain inventories of Select Guest collateral and amenity materials, prepare daily reports, and brief necessary departments to ensure Select Guest expectations are met and exceeded. During high business demands, flexibility is required to work in various capacities, including PBX, Concierge, and Front Desk. The role also includes assisting with billing inquiries, understanding check-in/check-out procedures, and training hotel associates on the Select Guest program. Communication with other Loyalty Ambassadors for Omni properties and performing Moments of Service success checklist reviews are key responsibilities. The role involves reporting Select Guest successes and failures, recognizing outstanding performances, and communicating goals for promotions. Attending meetings, meeting with department heads to improve the program, and designing/implementing property-specific promotions are also part of the duties. The Loyalty Ambassador will create internal communications, accompany sales teams on calls, act as a liaison with the corporate office, and participate in calls with counterparts at other hotels. Promoting the Select Guest Program to non-members and assisting management with miscellaneous front office tasks are also required.

Requirements

Attain a high propensity for customer service.
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.
Ability to work cohesively with co-workers both within and outside of your department.
Must be able to work a flexible schedule and willingness to work weekends and holidays.
Ability to think clearly, quickly and make concise decisions.
Ability to prioritize, organize and follow up.
Ability to work well under pressure.
Previous customer service experience is required.
Computer Skills (Synergy,Opera, ResortSuite, Vision, GoConcierge, Microsoft Outlook)

Responsibilities

Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.
Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.
Develop proactive personal relationships with Select Guests and Barton Creek Members while acting as an advocate and point of contact for all Select Guests.
Greet Select Guests upon arrival and resolve all Select Guest complaints in a timely manner.
Identify all arriving Select Guests and Barton Creek Members; ensuring they receive their personalized preferences prior to their arrival.
Ensure that accurate up-to-date information is maintained on all Select Guests in all computer systems, ensuring to merge any duplicate accounts.
Assist as a liaison with golf and spa staff to arrange spa appointments and tee times for Select Guest members.
Maintain inventories of all Select Guest collateral and amenity materials.
Prepare daily reports for and brief all necessary departments, then ensure that all Select Guest expectations are met and exceeded.
During high business demands, be flexible to work in various capacities, which include PBX, Concierge, and or Front Desk.
Assist with billing inquiries and be knowledgeable of all details included within guest folios.
Understand all aspects of Check-In and Check-Out procedures.
Train, educate and motivate all hotel associates regarding the Select Guest program.
Communicate with other Loyalty Ambassadors when assisting a Select Guest with other Omni properties to ensure consistent service.
Perform Moments of Service success checklist reviews in all relevant departments regarding Select Guest standards. (Spot-check to make sure Select Guest benefits are being delivered properly.)
Report Select Guest successes and failures and recognize outstanding performances and communicate goals for current and upcoming promotions.
Attend Omni Service Tradition Ambassador Meetings and/or monthly department OST meetings.
Meet with department heads routinely and make suggestions about improving the Select Guest program at your hotel.
Design and implement property-specific Select Guest promotions, incentive programs, and/or communications to focus on and improve Select Guest performance in specific areas.
Create internal written communications to inform and motivate associates regarding current Select Guest issues.
Accompany sales team on relevant sales calls and site inspections to promote Select Guest program.
Act as liaison with the corporate office and other properties regarding Select Guests.
Participate in monthly Loyalty Ambassador call and well as Select Guest calls with counterparts at other hotels for training, to share best practices and review new initiatives and programs.
Promote the Select Guest Program to guests that are not currently members, striving to meet monthly enrollment goals.
Assist management with miscellaneous front office tasks including but not limited to; organizing, filing, and delivering requested items to guests.