Loyalty Ambassador

Omni Hotels & Resorts•Fort Worth, TX

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. This individual will be utilizing Opera and other hotel systems to input and share data between departments. Analyzing business trends, organize room inventory based on hotel demand. Ensuring all guest needs are met based on hotel occupancy and blocking accordingly. Create memorable experiences for our Select Guests during their stay by greeting guest upon arrival, resolving any guest concerns a select guest member might have. Conduct guestroom inspections before arrivals. Ensuring special requests and needs are communicated to the correct departments. Ensuring special occasion amenities via In-Rooming Dining, creating unique and personalized WOW moments. Must be able to creatively problem solve quickly and accurately, in a stressful high-pressure situations.

Nice To Haves

Prefer High School Diploma

Responsibilities

To have a thorough understanding of hotel occupancy trends.
To be familiar with the Housekeeping department’s policies and procedures.
To be familiar with the Front Office department’s policies and procedures.
To be familiar with the Sales and Reservations department’s policies and procedures.
To have extensive knowledge with all technical equipment related to the Front Office, Housekeeping, and Reservations departments.
To be familiar with all hotel facilities.
To be familiar with the inter-relationship between the different departments.
To be familiar with guest scenarios.
To be familiar with general organization set-up.
Previous cash handling experience.
Must be able to maintain, organize, and analyze guest surveys.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Excellent communication and presentation skill (Convey information clearly)
Proven Phone Etiquette
The ability to stand and / or walk for long periods of time and lift/push/pull up to 30 lbs.
Be able to work a flexible schedule, including nights, weekends, and holidays.
Be pleasant, smile and greet all guests, using surnames when obtained.
Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
Always comply with Omni Standards and regulations to encourage safe and efficient hotel operations.
Review PMS inventory and house count for availability and rates.
Conducting Loyalty Program training, conduct monthly Loyalty meetings,
Perform any additional task assigned by Front Office Management.
Must have the ability to assimilate complex information, data, etc from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must possess the ability to multi-task in a busy environment, follow through successfully on guest requests, ensure guest satisfaction, and work as a team player.
Must be service and detail oriented; possessing a friendly approachable demeanor and strong problem-solving skills.
Must be able to troubleshoot potential problem areas according to information found in data.
Must be able to work with the sales department to help coordinate the blocking of group functions.
Maintain and market special guest programs.
Promote the Select Guest program to guests that are current not members.
Maintain Select Guest product inventories.