Loyalty Ambassador

Omni Hotels & Resorts • Paradise Valley Village, AZ

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About The Position

The Loyalty Ambassador at Omni Montelucia Resort & Spa is responsible for enhancing the guest experience for Select Guests through exceptional service and personalized attention. This role involves managing pre-arrival, in-house, and post-departure interactions, ensuring that guests have a memorable stay. The Loyalty Ambassador will also assist with spa and restaurant reservations, and provide information and support related to the Select Guest Program.

Requirements

• Previous hotel reservations and/or Front Desk experience is preferred.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers.
• Computer proficiency.
• Excellent knowledge of local community and surrounding areas.
• Excellent problem-solving and organizational skills.
• Able to multi-task and handle guest concerns.
• High school diploma or equivalent.
• Must be able to communicate effectively with internal and external guests.

Responsibilities

• Lead training for new associates on the Select Guest programs as appropriate for each job function.
• Be thoroughly acquainted with all Select Guest member programs, promotions, contests, and benefits.
• Conduct monthly Loyalty Ambassador meetings with the Operations team.
• Host lobby activations to promote the Select Guest program and engage with non-member guests.
• Create relationships with current and prospective Select Guest members and follow through with any complaints.
• Enlighten and attend all departments in their ATGT's with Select Guest promotions and current information.
• Maintain consistent knowledge of hotel services and events; communicate to guests via phone and/or email.
• Prepare guest itineraries and distribute them at check-in for Higher Tier Level Guests.
• Liaise with Front Office for details of groups, VIPs, Select Guests, promotions, and packages.
• Ensure that all amenities are added into ALICE for Higher Tier Level Guests and Select Guest of the Day.
• Add detailed comments in reservations about guest requests and needs for proper communication with the Front Desk and Rooms Controller.
• Review and respond to Medallia comments from Select Guests.
• Upsell reservations to upper room types to meet guest needs and requests.
• Assist with Front Desk duties as necessary based on business demands including check-ins, check-outs, answering phones, and other guest inquiries.
• Attend monthly Loyalty Ambassador meetings and drive Select Guest enrollments monthly.
• Schedule pre-arrival calls and communicate directly with guests, both in person and by telephone.

What This Job Offers

• Job Type: Full-time
• Industry: Accommodation
• Education Level: High school or GED