Loyalty Ambassador

Corporate Office•Indianapolis, IN

11d•Onsite

About The Position

The Loyalty Ambassador is the driving force behind brand recognition and Select Guest engagement for Omni Hotels & Resorts in the Indianapolis market. This role is responsible for cultivating and maintaining strong relationships with current Select Guest members while proactively identifying and engaging potential new members at every opportunity. They serve as the primary point of contact for Select Guest members at both the hotel and corporate levels and work closely with all operational departments to ensure a seamless and elevated guest experience. These departments include, but are not limited to, Reservations, Front Desk, PBX, Guest Services, Sales, Finance, Housekeeping, and Food & Beverage.

Requirements

Excellent verbal and written communication skills.
Ability to input information accurately and efficiently into computer systems.
Excellent problem-solving skills and organizational skills.
Ability to work well under pressure, handling many guest interactions efficiently.
Able to operate Open Table, Opera, software programs.
Ability to prioritize, organize and follow up.
Ability to think clearly and quickly in making concise decisions.
Preferred experience in rooms or guest services.
Ability to work cohesively amongst all peers in and outside of your department.
Flexibility to work a variety of shifts, including weekends and holidays.
Ability to work well under pressure amid many arrivals and departures in a short period of time.

Nice To Haves

Preferred experience in rooms or guest services.

Responsibilities

Maintain thorough knowledge of all Select Guest programs, benefits, promotions, and updates.
Conduct continued training for current associates on Select Guest program updates.
Be fully knowledgeable of check-in and check-out policies and procedures and assist as needed.
Understand basic room control functions and available inventory.
Be an ambassador for the hotel and Omni Hotels & Resorts.
Monitor, review and respond to Medallia feedback left by all Select Guest members.
Be experienced in various guest scenarios and be ready to address and correct service issues on the spot, issue service recovery as needed, and communicate second effort recovery without delay.
To ensure thorough and consistent delivery of all reservation package elements such as handwritten cards, and amenities for VIP guests are prepared and communicated to the appropriate departments.
Conduct monthly Loyalty meetings with the Operations team.
Act as the point of contact for all Select Guest members for the hotel; communicate special needs to the Operations team.
Create relationships with current and prospective Select Guest members and follow through with any complaints.
Work closely with hotel peers, stimulating motivation and sense of group satisfaction surrounding Select Guest opportunities.
Liaise with the Operations team for details of groups, VIPs, Select Guest, promotions and packages.
Communicate directly with guests, both in person and by telephone.
Provide information on facilities, services, events, attractions and knowledge of the surrounding areas, restaurants and points of interest.
Provide travel routes and transportation services, area maps, brochures, and other literature.
Be familiar with all technical equipment related to the front desk.
Work with manager to conduct onboarding for new hires, provide ongoing coaching, and monitor performance to foster professional growth and a high-performing team.
Cross-training in Reservations, Front Desk, PBX, Guest Services.
Host Select Guest mixer(s) allowing the opportunity for hotel associates to build stronger relationships with Select Guest members, while showing potential members what the program has to offer.
Respond to and complete reasonable tasks as assigned by supervisor or manager.
Assist in other departments as needed.
Attend monthly All Together Get Together meetings and assist in providing Loyalty training opportunities in them as needed.
Ability to stand for extended periods of time.